New Ticket
The Task Planner trigger New Ticket runs a task just after a new ticket has been created. The ticket id is forwarded as a placeholder to subsequent jobs and actions.
-
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.
-
Subject: The subject of the ticket must contain the specified text.
-
ITIL: The ticket must have the selected ITIL status.
-
Category: The ticket must be in the selected category.
-
Classification: The ticket must have the selected classification.
-
Location/Customer: The ticket owner must be part of this location/customer.
-
Priority: The ticket must have the selected priority.
-
Process: The ticket must either be in any process, in no process, or in a specific process.
-
Resource: The ticket must be assigned to the selected resource.
-
Ticket owner: The ticket owner must be the specified user.
-
Ticket owner field: The specified ticket owner field must have a specified value.
-
User-defined fields: Depending on the data type, you can check the ticket field for:
-
String contains another String.
-
Numeric operators
<,>,==,!= -
Date values within the next 1-8 weeks, relative to task execution.
-
-
Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
-
Identifier: The ticket identifier contains a given text.
-
Note: Tickets created by the Task Planner Create With Quick Ticket will not cause this trigger to fire, in order to avoid endless loops.
Note: If multiple tickets are created at the same time, e.g. by reading incoming emails, the task with this trigger can be run multiple times in parallel as well.
Example
The trigger New Ticket can be used in combination with the job Set Resource to automatically assign a Resource to the ticket.
Using the Discord or IRC chat actions a notification could be sent to various message channels too, if the additional plugin is activated.
Example: A new ticket with the ITIL entry Incident is automatically assigned to the Ressource Incident Manager.
Example: A new ticket with the ITIL entry Change Request is automatically assigned to the Ressource Change Manager.
Placeholders
Provides placeholders to other task planner components.
© Copyright 1996 - 2024, i-net software GmbH; All rights Reserved. Imprint
