Create a rule to assign the first service desk commenter as the owner and change status
I've created a rule that moves new Tickets to In Progress as soon as they are assigned an owner. I would like to create a similar that makes the first service desk commenter on a new ticket the assigned owner and changes the status to In Progress. If a submitter comments on their own ticket, it wouldn't change status. (Service Desk members have their own label.) Any suggestions are welcome.
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Posted by:
svmay
7 years ago
Hello @Jon_at_GLS,
please create a new custom ticket rule (SQL)
Select SQL:
SELECT HD_TICKET.ID,
HD_TICKET.TITLE,
HD_TICKET.SUMMARY,
HD_TICKET.OWNER_ID,
HD_TICKET.SUBMITTER_ID,
HD_TICKET.HD_STATUS_ID,
C.USER_ID,
C.COMMENT
FROM ORG1.HD_TICKET
JOIN ORG1.HD_TICKET_CHANGE C on C.HD_TICKET_ID = HD_TICKET.ID
WHERE C.COMMENT != '' AND
SUBMITTER_ID != USER_ID AND
HD_TICKET.OWNER_ID = 0
Run update query:
UPDATE HD_TICKET
JOIN HD_TICKET_CHANGE C on C.HD_TICKET_ID = HD_TICKET.ID
SET HD_TICKET.OWNER_ID = C.USER_ID
WHERE C.COMMENT != '' AND
SUBMITTER_ID != USER_ID AND
HD_TICKET.OWNER_ID = 0 AND
HD_TICKET.ID in (<TICKET_IDS>)
Plan
________________________________________________________________________________________________
frequency:
when saving ticket
cheers
First of all it should be checked if the ticket already has an owner, not that it changes the owner by the ticket rule. Then it should be proved who wrote the comment. By the way, how many people are processing the tickets? - svmay 7 years ago