Ticket Changed

The Task Planner trigger Ticket Changed will run the task if a ticket in INETAPP has been changed and is in the given status after the change has occurred. It is important that this status must be newly assigned. The placeholder Ticket-ID is made available to the 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
    • Location: the ticket was created by a user assigned to this location
    • Subject: the subject of the ticket contains a text to be specified.
    • 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

Hinweis: If this trigger is called for a given ticket more than 10 times in a minute, it will enter a cooldown phase of 5 minutes (limited to this specific ticket) to avoid an endless loop. Check your tasks' execution history for more information on how an endless loop might have happened. For example, if you set up your task to trigger on ticket changes and then change tickets in your task, it could create a loop like this.

Example

Whenever a ticket reaches the Finished (Beended) status, an invoice should be created. To do this, the trigger Ticket Changed can be set up with the corresponding status. As an action, the creation of a report with the prepared invoice is selected and the ticket ID is passed as a parameter.

The report can then be saved or forwarded by email.