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How to Create Routing Rule Based on Historical Comments

Created: 12 Oct 2012 | 1 comment

How can I create a routing rule in Helpdesk that searches the contents of all comments in a ticket for a specific criteria, rather than just the contents of the most current comment? 

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Rob Moore's picture

You would have to use an Advanced Condition and then an AEXQuery command in the routing rule.

One thing to note is that you can only have one value returned by the query, so you have to structure the SQL so that it returns just one row with only one field result. 

The table you would need to query is the Workitem table - everytime a ticket is edited and saved, a new entry is made into the table, with any new changes reflected in it, and the Is_Last field is set to Y.

What are you trying to search for? A little more info might help formulate a query for you.