KACE Product Support

I am confused on how this is handled. the ticket comes in to the Helpdesk (31) queue by email and it has a default value of 1, which is in the state of opened. When the this query runs

select
HD_TICKET.ID
from
HD_TICKET
join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID
and C.ID = <CHANGE_ID>
where
HD_TICKET.TITLE rlike ('test') - wrivera@stateindustrial.com 8 years ago

Then the update runs
update
HD_TICKET T
join HD_CATEGORY CATS
on T.HD_CATEGORY_ID = CATS.ID
join HD_STATUS SS
on T.HD_STATUS_ID = SS.ID
join HD_PRIORITY PS
on T.HD_PRIORITY_ID = PS.ID
join HD_IMPACT IMS
on T.HD_IMPACT_ID = IMS.ID, HD_QUEUE QD, HD_CATEGORY CATD, HD_STATUS SD, HD_PRIORITY PD, HD_IMPACT IMD
set T.HD_CATEGORY_ID = CATD.ID, T.HD_STATUS_ID = SD.ID, T.HD_PRIORITY_ID = PD.ID, T.HD_IMPACT_ID = IMD.ID, T.HD_QUEUE_ID = QD.ID where T.ID = <TICKET_IDS> and QD.NAME = 'other queue’

the status is changed to closed. Looking at the other queue (40) default status is set to 150 which is opened. Where is the status of close coming from? The update is just passing the same status from the prior queue…I am so confused. Please help. - wrivera@stateindustrial.com 8 years ago

is sat to 141 = which is the state of closed for that queue. can I just do this in the statement T.HD_STATUS_ID = '140' , would this work? - wrivera@stateindustrial.com 8 years ago

Jus got this from dell support: "the ticket rule says to update status.id=status.id , those id's are unique to each queue , so if id
2 in queue 1 is NEW and the id 2 in queue 2 is Opened the ticket rule will do exactly what you told to do set id to id , hope that makes sense." - wrivera@stateindustrial.com 8 years ago