jbreslau

I have creted several tasks that can be run when a new incident is created either throught the console or via email inbox. I have two questions:

1. How can a make the attachment from the parent ticket attach to the child ticket automatically?

2. How can I get the "tasks" to run when the parent incident is created?


Thanks,

Jason

matzebru

I am looking for the solution to "1. How can a make the attachment from the parent ticket attach to the child ticket automatically?" Anyone ever have any success doing this using a Task to do so?

Thanks

dekstrom

Tasks are not executed "automatically". You would either have to do it in an Automation rule or an incident rule. Attachments are stored in a separate table (workitem_attachment), with the workitem_number and the workitem_version.

Maybe something like an HDQUERY to insert a row into the workitem_attachment table for the child ticket. I can't think of the right syntac off-hand, but maybe someone could finish it.

If this is true, then

HDQUERY[[INSERT INTO workitem_attachment VALUES (Child workitem_number), Child workitem_version),....)]]

matzebru

Hi David,

Sorry I should have made myself clearer. I know Tasks aren't automatic. Let me rephrase: "How can I make the attachment from the parent ticket attach to the child ticket automatically when the task is invoked?"

I currently have a Task that allows our workers to "Copy" a ticket and create a child ticket based on the copy. All I'm doing in the task is propagating all field entries from the Parent to the new child ticket. I haven't found a way to get the attachments on a parent ticket to propagate over to the child however.

I did attempt to get this working using info John Doyle had suggested on this Juice article but it didn't work for me after trying various ways to form the HDQUERY condition.

MeinMK5

Can you supply the criteria and the properties you are setting in the Incident rule? Also, what errors are appearing in Altiris error log when the rule executes?

That Juice article stemmed from a conversation between John and myself when were talking shop about two years ago and that functionality has been in place and used multiple times on a daily basis since it was implemented with no problems so there must be some bug with how you are configuring this.

matzebru

I can get it to work fine with a static document but how do you change the HDQUERY to get it to propagate an existing attachment on a parent ticket to a child ticket?

I have a Task setup to create a "copy" of an incident as a child incident but can't figure out how to carry over the attachment on the parent to the child ticket when the Task is invoked.

Thanks

matzebru

I was able to get this working in an Incident Rule withe the following Advanced Condition set in the "Set these properties" section:

Set "workitem_has_attachments" to "HDQUERY[[INSERT INTO workitem_attachment ([workitem_number],[workitem_version],[name],[url],[file_path],[size],[created_on],[created_by_worker_id]) SELECT a2.workitem_number,a2.workitem_version,a1.name,a1. url,a1.file_path,a1.size,a1.created_on,a1.created_ by_worker_id FROM dbo.workitem_attachment a1, dbo.workitem_current_view a2 WHERE a1.workitem_number = PARENTITEM(workitem_number) AND a2.workitem_number = WORKITEM(workitem_number) SELECT 1]]"

It's probably not the prettiest thing but it works. I have it evaluating only on 'New' Incidents (when a 'Task' I have creates the child ticket).

Thoga

Great query. It came in very handy today...

Thanks Matzebru.

matzebru

Thanks Thoga and glad to hear it worked for you!

bricast

Hello Matzebru,
I have a similar problem. The only difference is I'm using a automation rule to create two new tickets that are not child tickets of the original. I need copy the attachment from the original ticket to the new tickets that get created. Any help would be greatly appreciated.

dominique

Did you try to set the properties of the automation rule with the query of Matzebru?
- Edit automation rule
- Edit (the pen) for "Invoke this URL
- edit (the pen) Set these properties
- from the dropdown list where you have "Action" select "Advanced Assignment"
and input

Set
to
I will try to test it ...

Thanks

__________________
Thanks
Dom
http://www.altirigos.com

"Helping somebody else may help you"

dominique

First test:
in SQL it works fine with fixed incident numbers but when I replace by PARENTITEM(workitem_number) and WORKITEM(workitem_number) it is still not working as expected...

__________________
Thanks
Dom
http://www.altirigos.com

"Helping somebody else may help you"

bricast

We found another way around it. The way we have our system set up people send emails to the same mailbox that they used to use then we forward the emails to another mailbox that Altiris pulls from though AD so we have a copy of all emails that come in. We went into the mailbox that people send their emails to and setup a rule to forward emails from the email address that all these tickets will come from and forward them to two new mailboxes. Then we set Altiris to pull from those two mailboxes and put them in the correct queues.