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Unable to reassign incident

Created: 08 Mar 2013 • Updated: 14 May 2013 | 2 comments
This issue has been solved. See solution.

Can someone give me the sql commands to reassign tickets manually?  Servicedesk 7.1 SP1

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africo's picture

I imagine just adjusting the assignment type [ReferenceType] (user/group, if this is changing) and the assignment ID [ReferenceID] would work.

so something like this

update taskassignment
set ReferenceType = (1 if user, 2 if group)
     ,ReferenceID = '(UserID or GroupID depending on the value of ReferenceType)'
     ,AssignedDate = getdate()
where TaskID = '(taskID of the task you're reassigning)'
and ReferenceID = '(UserID or GroupID of the group you're reassigning FROM)'

i'm referencing the 7.5 database, so i'm not sure if any column names have changed, but that should accomplish what you want.  test it first IMO.

even better, build a workflow to do it for you.

*edit - added "and" line to query to account for multiple assignments.

*edit *edit - i should probably point out that you're not reassigning tickets, you're reassigning tasks.

SOLUTION
michael.george's picture

+1 and a confirmation that this should be fine with 7.1 as well.

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