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 a condition the trigger can be limited to certain ticket properties. The corresponding possible values are displayed in a selection list after selecting the field. In addition to the condition, a filter for Only my Resources can be set (unless Resource is selected as the condition).
    • None: the trigger will be executed nonetheless
    • Resource: the ticket has to be assigned the the selected resource
    • Category: only tickets in the selected category will trigger the task
    • ITIL: tickets must have the selected ITIL state to trigger the task
    • Classification: tickets must have the selected classification to trigger the task
    • Priority: tickets must have the selected priority to trigger the task

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.

Note: If a ticket is created in the Support Desktop Application, the trigger is executed the first time the condition is reached within half an hour.

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.