Because ticket rules have the capability of damaging the data in your K1000 appliance. Poorly written queries can be inefficient enough to cause significant performance degradation. Also update statements can alter the data of your tickets.
The following precautions should be taken when creating ticket rules:
- Backup your data on all test and production machines
- Test
- 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 K1200 series appliance)
- A fully backed up K1000 appliance that is not used for production purposes
- a second K1000 appliance such as a VK1000 appliance
- Test
- Consider having KACE professional services do the work or review your work
- Test
- Test query results before proceeding with any kind of update
- Test
- Never click the "run now" button on a ticket rule that has a frequency of "on ticket save"
- Test
- Always backup your database before and after design, testing and implementation
.