KACE Product Support

Currently, we have a rule set up so that if a ticket is closed, and a user responds to the ticket via email or adds a comment, it will automatically reopen the ticket and set it to Reopened status.

This is all hunky dory, however with this rule enabled, only the owner of the ticket can close it due to the rule to applying to any changes by non-owners. So, say if Tech A is on vacation and Tech B wants to close Tech A's ticket, Tech B has to take ownership and close it even if Tech B did nothing for the ticket. If not, attempting to close the ticket will place it in Reopened status.

Is there a way to modify the rule so the flag to change the status to Reopened only applies if the ticket Submitter modifies the ticket, instead of any non-owner?

Here's the content of the rule:

SELECT SQL:

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.STATE = 'closed'
           and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
           and UPDATER.ID > 0

UPDATE SQL:

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 = 'Reopened' and
T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and  (T.ID in (<TICKET_IDS>))