KACE Product Support

So, I created a ticket rule that makes tickets for a ticket owner that's on vacation set to Unassigned. The problem is that since I based it on TICKET_CREATED, they can't assign those tickets to themselves unless I go in and edit the query. There has to be a better way to do this. Any ideas?

Here's my query:

Select
      -- ticket fields
      HD_TICKET.ID, -- $id
      HD_TICKET.ID AS TICKNUM, -- $ticknum
      HD_TICKET.TITLE, -- $title
      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
    
      -- change fields
      C.COMMENT, -- $comment
      C.DESCRIPTION, -- $description
      GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
       H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kbox.wacoisd.org/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
       ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
    
    
      -- about the updater
      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
      UPDATER.EMAIL AS UPDATER_EMAIL,     -- $updater_email
      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
    
      -- about the owner
      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
      OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email
      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
      OWNER_LABEL.LABEL_ID,
    
      -- about the submitter
      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
      SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email
      -- about priority
      P.NAME AS PRIORITY, -- $priority
    
      -- about status
      S.NAME AS STATUS,   -- $status
    
      -- about impact
      I.NAME AS IMPACT,   -- $impact
    
      -- about category
      CAT.NAME AS CATEGORY, -- $category
    
      -- other fields
      HD_TICKET.CUSTOM_FIELD_VALUE0 AS LOCATION, -- $location
      HD_TICKET.CUSTOM_FIELD_VALUE1 AS ROOM, -- $room
      HD_TICKET.CUSTOM_FIELD_VALUE2 AS WISD_NUM, -- $wisd_num
      HD_TICKET.CUSTOM_FIELD_VALUE7 AS EQUIPMENT, -- $equipment
      HD_TICKET.CUSTOM_FIELD_VALUE5 AS DESCRIPTION, -- $description
      HD_TICKET.CUSTOM_FIELD_VALUE6 AS USER_EMAIL, -- $user_email

      -- -- example of static distribution list
      'helpdesk@wacoisd.org' AS NEWTICKETEMAIL -- $newticketemail
    
    
    FROM HD_TICKET
     /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
                            /*AND C.ID=<CHANGE_ID>*/
JOIN HD_TICKET_CHANGE LAST_CHANGE ON LAST_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and LAST_CHANGE.ID=(select MAX(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
     /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
     /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
     /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
     /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
     /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
     /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
     /* labels ***********/ RIGHT JOIN USER_LABEL_JT OWNER_LABEL ON OWNER_LABEL.USER_ID = OWNER.ID

     /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
     /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID

     WHERE
OR (S.NAME = 'New' AND HD_TICKET.CREATED>'2013-06-18' AND HD_TICKET.CREATED<'2013-06-22' AND OWNER.USER_NAME = 'bgamboa')
OR (S.NAME = 'New' AND HD_TICKET.CREATED>'2013-06-27' AND HD_TICKET.CREATED<'2013-07-13' AND OWNER.USER_NAME = 'trott')
OR (S.NAME = 'New' AND HD_TICKET.CREATED>'2013-07-14' AND HD_TICKET.CREATED<'2013-07-23' AND OWNER.USER_NAME = 'mmccormick')


      /* this is necessary when using group by functions */
    GROUP BY HD_TICKET.ID
    HAVING 1=1