There are times you may want to be able to report on which tickets were affected by a custom ticket rule.
This is possible to get through a simple SQL query given that your CTR is set up to make a ticket comment for tracking purposes.
To set this up check off the box "append comment to ticket" and add a comment such as "ticket updated by rule #11"
NOTE: The SQL code is provided as a courtesy by KACE to its customers. We make no promises as to workability or functionality under certain circumstances. In default situations under normal setup these work as designed. KACE does not support modification nor usage. We highly recommend you test all code no matter the source before using in a production environment. If you are cut and pasting the code, paste in to a text editor then copy back out to remove any hidden characters or markup.
The following SQL code can be used to find ALL tickets affected by a ticket rule.
You should limit search results for large HelpDesks to limit impact.
Change the Rule name to the name of your HD rule.
SELECT * FROM HD_TICKET_CHANGE WHERE DESCRIPTION like '%Rule name%' ORDER BY TIMESTAMP DESC
In case you need to look for the Custom Ticket Rules that are enable, because some times you are not able to see the Custom Ticket Rules from the Customize list. You can run the following SQL query report and will show you the Custom Ticket Rule ID and if it is Enabled, you can also refer to a Queue by adding the QUEUE ID on the query code, just replace the "QUEUEIDNUMBER" with the QUEUE ID
SELECT ID, TITLE, NOTES, HD_QUEUE_ID, ENABLED FROM HD_TICKET_RULE WHERE ENABLED = 1 AND HD_QUEUE_ID = QUEUEIDNUMBER
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