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 AND and OR.

  • 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.
  • Order fields 1-6: The free field contains a specific value.

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.

Placeholders

Provides placeholders to other task planner components.