I am trying to generate a private notification that triggers when a custom field entry equals an existing custom field. For example, a tracking number customer field has a value of “1”. Then another ticket is submitted which also has a tracking number that is equal to “1”. In this situation I would like a private message to be generated. I am not sure what the PHP code is to reference previous values of a customer field. Does anyone have any ideas pertaining to my issue?
You won’t be able to do this with the triggers as they don’t search other tickets in that manner. You could do it pretty easy with SQL with something like:
SELECT xRequest, COUNT(*) as total FROM HS_Request WHERE Custom7 = 1 GROUP BY Custom7 HAVING total > 1