Tickets with Status
The series Tickets with status enables the processing of all tickets with a specified status in a series task. If the status of the tickets does not change and the series is runs again, these tickets will again be part of the series. The series provides the placeholder Ticket-ID to subsequent jobs and actions.
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Condition: By specifying Conditions the listing can be restricted to certain ticket properties. The corresponding possible values are displayed in a selection list after selecting the field. Additionally, a second condition can be specified and linked with both
ANDandOR.-
None: The condition applies without restriction.
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Subject: The subject of the ticket must contain the specified text.
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ITIL: The ticket must have the selected ITIL status.
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Category: The ticket must be in the selected category.
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Classification: The ticket must have the selected classification.
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Location/Customer: The ticket owner must be part of this location/customer.
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Priority: The ticket must have the selected priority.
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Process: The ticket must either be in any process, in no process, or in a specific process and/or activity.
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Activity: Select an activity the process must be in to trigger this task. You can also select actions of parallel tickets. If you do not require a specific action being set, select <any activity>.
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Resource: The ticket must be assigned to the selected resource.
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Ticket owner: The ticket owner must be the specified user.
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Ticket owner field: The specified ticket owner field must have a specified value.
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User-defined fields: Depending on the data type, you can check the ticket field for:
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String contains another String.
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Numeric operators
<,>,==,!= -
Date values within the next 1-8 weeks, relative to task execution.
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Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
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Identifier: The ticket identifier contains a given text.
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Note: Multiple statuses can be considered when setting up the series. The individual values are separated from each other by a semicolon. Alternatively, multiple values can be selected from the list.
Note: This series is similar to the trigger Ticket Changed, which takes effect with every status change. The series Tickets with status is more suitable for time-controlled execution.
Example
All tickets with the status Termination overdue (Beendigung überfällig) should be reported at the end of the week. To do this, a task with a weekly time trigger can be created and run the series. A notification to the employees of the resource is a suitable action.
Placeholders
Provides placeholders to other task planner components.
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