Ticket Warning

The Ticket Warning trigger allows running actions when the Auto Escalation or Deadline state of a ticket is changed as per the defined threshold values.

These values can only be observed for tickets that are currently in an open state.

  • Type of Threshold: Select either Auto Escalation or Deadline as the type.
  • Trigger When...: Select on which state of change the trigger should run the jobs. You can select a specific state, or any state.
  • 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.
    • User-defined fields: Depending on the data type, you can check the ticket field for:
      • String contains another String.
      • Numeric operators <, >, ==, !=
      • Date values within the next 1-8 weeks, relative to task execution.
    • Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
    • Identifier: The ticket identifier contains a given text.

Placeholders

Provides the following placeholders to other task planner components:

  • ticketwarning.type: Deadline or Auto Escalation
  • ticketwarning.color: none, green, yellow, red, passed for Deadline or deadline before for Auto-Escalation
    • Note: deadline before means that the Auto-Escalation will not be executed because the deadline has already taken effect.

Example

The last warning status can be logged into a custom-defined field for reporting purposes. This allows you to report the last warning status of tickets when running statistics.

To accomplish this, create a new task planner job with the Ticket Warning trigger and add an action to change a ticket field. Use the placeholder ticketwarning.color as the value.