KACE Product Support

I am not having much luck with Kace tech support on this so I guess I will ask here as I am being hounded by everyone on my team to get it working as they cannot tell when a customer has responded to their question/s.

I am having some issues with our CustomerResponded ticket rule. I have it setup to change from “Pending user information” and “Ticket Will Close in 3 Days Unless User Responds” to “User Responded”. For whatever reason, it is not working. When I change a status to one of the two above, it instantly changes the ticket to “User Responded” on ticket save. It should not change it until a user responds to the ticket. It used to work fine but all of a sudden, it started to mess up. I have reset it multiple times. I have tried it with other statuses. I even copied the rule from scratch from our test helpdesk to it and still will not work. I just reset our test help desk back to factory defaults and it still will not work correctly. I am not sure if the SQL is messed up somehow or if there is issues with the database. Below is the SQL code. Keep in mind that I have not modified the SQL myself. This is what the actual helpdesk has coded based on the built in rule. The and HD_STATUS.ID in (3,26) numbers are correct, however there are multiple number enties for new, opened, closed, and Need More Info. Therefore, those statuses are listed with six different ID numbers. Thanks in advance.



Select Query:
select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
and HD_STATUS.ID in (3,26)
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
and UPDATER.ID > 0


Update Query:
update HD_TICKET as T, HD_STATUS as STATUS
set T.HD_STATUS_ID = STATUS.ID,
T.RESOLUTION = CONCAT(T.RESOLUTION,'
Reopened'),
T.TIME_OPENED = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED),
T.TIME_CLOSED = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED),
T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED),
T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING),
T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT)
where STATUS.NAME = 'User Responded' and
T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and (T.ID in (<TICKET_IDS>))