{{getMsg('Help_YouAreHere')}}:
/
{{page.title}}
{{page.title}}
{{$root.getMsg("downLoadHelpAsPdf")}}
{{helpModel.downloadHelpPdfDataStatus}}
Ticket Warning
The Ticket Warning trigger allows running actions when the Auto Escalation or Deadline state of a ticket is changed as per the defined threshold values.
These values can only be observed for tickets that are currently in an open state.
-
Type of Threshold: Select either Auto Escalation or Deadline as the type.
-
Trigger When...: Select on which state of change the trigger should run the jobs. You can select a specific state, or any state.
-
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 and/or activity.
-
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>.
-
-
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.
-
Placeholders
Provides the following placeholders to other task planner components:
-
ticketwarning.type: Deadline or Auto Escalation -
ticketwarning.color: none, green, yellow, red, passed for Deadline or deadline before for Auto-Escalation-
Note: deadline before means that the Auto-Escalation will not be executed because the deadline has already taken effect.
-
Example
The last warning status can be logged into a custom-defined field for reporting purposes. This allows you to report the last warning status of tickets when running statistics.
To accomplish this, create a new task planner job with the Ticket Warning trigger and add an action to change a ticket field. Use the placeholder ticketwarning.color as the value.
© Copyright 1996 - 2026, i-net software GmbH; All rights Reserved. Imprint
