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Quick TicketsActive

The following information is derived from the plugin description.

Ticket creation and processing for recurring, defined processes can be accelerated and automated with Quick Tickets.

Quick Tickets are templates that define ticket properties and a sequence of editing steps and can be created as new or applied to existing tickets. When applied, the properties of the ticket can still be customized. Likewise, the predefined editing steps can be changed or removed. This is necessary, for example, if a general Quick Ticket is applied to a ticket that does not allow all ticket actions.

The Quick Tickets are created and edited in the configuration interface in the templates area, which requires the "Define templates" or "Server administration" permission to access. Quick Tickets allow to predefine properties, the request text, attachments, as well as the editing steps to be performed immediately. The plausibility of the editing steps is already checked during creation. A final check is performed when the Quick Ticket is applied, if necessary with an indication of unusable editing steps. This applies, for example, to tickets whose sequence is predefined by processes.

The automated application of Quick Tickets is possible via Task Planner. Time-controlled or in case of ticket changes, new tickets can be created on the basis of Quick Tickets or applied to existing ones.

Migration Information

Migration to Version 21.10

Serial Tasks

Series tasks are no longer supported by i-net HelpDesk as a stand-alone function. They are converted into Quick Tickets templates when the setup is executed. These are executed in time with a task in the task planner.

The following plugins are required to cover the serial tasks function in the future:

  • Quick-Tickets to define the templates. Attachments etc. are now also possible here.
  • Task Planner to schedule the creation of tickets. Additional triggers can also be used here.

Attention: The time setting of the task planner does not support the all previous combinations. The next possible intervals are set. These should be checked afterwards.

Changelog Information

Changes in version 26.4

Fixed Bugs

  • Task planner Quick Ticket creation now correctly converts relative custom date/date-time fields into absolute timestamps.

Changes in version 24.4

Fixed Bugs

  • Automatic resource assignment via category was not working in case of creating new ticket from quick-ticket.

Changes in version 23.4

Fixed Bugs

  • When applying Quick Tickets, the ticket's inquiry text is no longer pre-filled to avoid creating duplicate text.

Changes in version 22.10

  • Quick Ticket events are logged using the Ticket and Template event logs, which are available in the Statistics application.
  • Creating a ticket via Quick Ticket in the Task Planner will no longer mean this ticket is ignored by Ticket Change Triggers after a 10-second cooldown.
  • When deleting obsolete data in Maintenance, removing attachments without references will take Quick-Ticket attachments into account as well.

Fixed Bugs

  • Corrected bug in Task Planner, where value of field "Deadline", defined for Quick Ticket, was incorrectly applied to the ticket, which could lead to the error message.

Changes in version 22.4

  • Quick Tickets can be duplicated with an action on ther configuration entry.
  • Quick Tickets show whether they have been referenced in tasks in Task Planner.
  • From a Quick Ticket, it is possible to create a task in Task Planner as a template that creates a new ticket with this Quick Ticket.
  • In the Quick Ticket configuration, the search is available to filter down the list by a phrase.
  • The QuickTicket Task Planner jobs are no longer offered to users who do not have the permission to the action "Apply QuickTicket".
  • The Task Planner job "Create Ticket with QuickTicket" will provide the [Ticket ID] placeholder to subsequent actions.
  • Supporting attachments of auto texts for applying Quick Tickets
Version: 26.4.321 (2026-08-07)
i-net HelpDesk
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