Creating ticket from database event/procedure
Posted: Fri Oct 18, 2024 11:58 am
Hi,
Thanks a lot for the great tool that is HESK, both simple and yet full of possibilities & features.
I am beta-testing this helpdesk system within my small group, on a self-hosted server. It was brought to my attention that it would be very ideal if, for one specific category of tickets, closing the ticket would trigger the creation of the same ticket (with same custom field values) but in another category, with just the subject, category and owner modified (typically "please have XXX performed" would turn into "FINAL STEP - please have XXX performed", with a different agent being assigned to the ticket).
I was under the impression this would be straightforward:
1. Setup database trigger/event so that once a ticket of such sort is closed, it gets copied to a "queue" table.
2. Inside this "queue" table, modify the category, owner, subject, dates, etc. The trackid is also modified (last 4 digits are modified randomly among A..Z..0..9).
3. Every 10 minutes, move lines from the "queue" table to the hesk_tickets table.
This seems to work flawlessly, HESK does show the new ticket in the list, however they can't be accessed whatsoever when trying to open them. I believe this has to do with linkage to other tables (such as messages/replies?), and I am looking for a hint on this.
Thanks!
Thanks a lot for the great tool that is HESK, both simple and yet full of possibilities & features.
I am beta-testing this helpdesk system within my small group, on a self-hosted server. It was brought to my attention that it would be very ideal if, for one specific category of tickets, closing the ticket would trigger the creation of the same ticket (with same custom field values) but in another category, with just the subject, category and owner modified (typically "please have XXX performed" would turn into "FINAL STEP - please have XXX performed", with a different agent being assigned to the ticket).
I was under the impression this would be straightforward:
1. Setup database trigger/event so that once a ticket of such sort is closed, it gets copied to a "queue" table.
2. Inside this "queue" table, modify the category, owner, subject, dates, etc. The trackid is also modified (last 4 digits are modified randomly among A..Z..0..9).
3. Every 10 minutes, move lines from the "queue" table to the hesk_tickets table.
This seems to work flawlessly, HESK does show the new ticket in the list, however they can't be accessed whatsoever when trying to open them. I believe this has to do with linkage to other tables (such as messages/replies?), and I am looking for a hint on this.
Thanks!
