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Title
Precautions for Creating Ticket Rules -
Description
Ticket Rules enable you to run queries on Service Desk tickets and perform actions on the list of tickets returned.
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Cause
Ticket rules can damage the data in your SMA appliance. Poorly written queries can be inefficient enough to cause significant performance degradation. Also update statements can alter the data of your tickets and other fields in the database. -
Resolution
The following precautions should be taken when creating ticket rules:
- Backup your data on all test and production machines. See About appliance backups at https://support.quest.com/technical-documents/doc963648 in the Administrator Guide.
- Do your ticket rule development in a safe area. A safe area might be:
- A separate, test helpdesk queue with representative sample of data.
- A test organization (only valid on a Orgs Enabled Appliance).
- A fully backed up SMA appliance that is not used for production purposes.
- A second SMA appliance such as a virtual appliance.
- Consider having KACE Professional Services do the work or review your work. This is a fee-based service.
- Test query results before proceeding with any kind of update. Use MySQL Workbench or another third party tool to test.
- Never click the "Run Now" button on a ticket rule that has a frequency of "On ticket save".
- Always backup your database before and after design, testing and implementation.