Start Process

The action Start Process puts a ticket, whose ticket id is specified as a parameter, into a process. Processes are predefined sequences of activities that determine which actions can be performed for supporters. Furthermore, processes allow to preallocate ticket fields or to define which ticket fields have to be set for an activity.

Processes can be started automatically, for example, when a new ticket has been created or certain ticket properties have been set. In combination with the triggers, it can be ensured that a specific, predefined flow is followed in the processing of tickets according to company guidelines.

The action requires two parameters:

  • Ticket ID: The ID of the ticket that the process should be applied to. A placeholder, e.g. {Ticket ID} of a trigger can also be used here. If there are multiple ticket IDs, the action will be applied to each of these tickets.
  • Process to start: Selection of a process in the system that is to be applied to the ticket.