Tickets With Status - Series

The series Tickets with status enables the processing of all tickets with a specified status in a series task. If the status if 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.

  • 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: 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.