K1000 Service Desk Custom Ticket Rules
Ive setup the Service Desk with a Custom Ticket Field called "Hold Till" (set on CUSTOM_2)
I want to be able to have a Ticket Rule to check the "Hold Till" Field and if the date is "Today's Date" (every morning the schedule runs) to change the states from on Hold to Open.
Ive seen a few posts about this but i cant quite get my head around it on what i need to add or set, any help would be amazing. If ive missed out any information please let me know. i am on the latest version 6.4.120756
Thanks Again
Ash
I want to be able to have a Ticket Rule to check the "Hold Till" Field and if the date is "Today's Date" (every morning the schedule runs) to change the states from on Hold to Open.
Ive seen a few posts about this but i cant quite get my head around it on what i need to add or set, any help would be amazing. If ive missed out any information please let me know. i am on the latest version 6.4.120756
Thanks Again
Ash
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Posted by:
ashbroom
8 years ago
Top Answer
So I've set a Ticket Rule using the wizard as the following:
status = On Hold
And
Hold Till is not null
then went in and changed the value to
AND HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()
in the Update
Status - Change Value to = new
in the Update SQL
added the line: HD_TICKET.CUSTOM_FIELD_VALUE1 = Null
This then cleared down the value in the Custom field
Ive tested this and this works like a charm.
status = On Hold
And
Hold Till is not null
then went in and changed the value to
AND HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()
in the Update
Status - Change Value to = new
in the Update SQL
added the line: HD_TICKET.CUSTOM_FIELD_VALUE1 = Null
This then cleared down the value in the Custom field
Ive tested this and this works like a charm.
status = On Hold
And
Hold Till is not null
then went in and changed the value to
AND HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()
Vales to change Ive just simply set
Status Change Value to = new
in the Update SQL i also added the line: HD_TICKET.CUSTOM_FIELD_VALUE1 = Null
this then cleared down the value in the date field
Ive tested this and this works like a charm. - ashbroom 8 years ago