Service Desk and Machine Field
I was wondering if the machine field in the service desk will auto populate when putting in a ticket? I was under the impression that if you put in a ticket with the kbox agent it would automatically populate the field.
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Posted by:
GillySpy
13 years ago
It is a known issue that if the user submits it by webui then the machine doesn't get set. However, if you put in a ticket by email then it will get set automatically.
This may also work:
This may also work:
- change the settings of the machine field required=Not Required
- visible=owners-only/visible to users
Comments:
-
it doesn't seem to work on 5.5 version - jtsang@calhydro.com 11 years ago
Posted by:
airwolf
13 years ago
We have ours set like that, Gerald... and it still works sporadically. Half of the time it is set properly, and the other half it just grabs a seemingly random machine. The majority (roughly 90%) of our tickets are submitted via webui.
Posted by:
GillySpy
13 years ago
one could also have a ticket rule set it based on user name. This one (not tested) sets it anytime it's not set
frequency=on ticket save
select query:
update query:
frequency=on ticket save
select query:
select HD_TICKET.ID FROM HD_TICKET JOIN USER SUBMITTER ON SUBMITTER_ID=SUBMITTER.ID JOIN MACHINE M ON M.LAST_USER=SUBMITTER.USER_NAME
WHERE MACHINE_ID=0 and SUBMITTER_ID<>0
update query:
update HD_TICKET T JOIN USER SUBMITTER ON SUBMITTER_ID=SUBMITTER.ID JOIN MACHINE M ON M.LAST_USER=SUBMITTER.USER_NAME
SET MACHINE_ID=M.ID
WHERE T= <TICKET_IDS>
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