Tickets with Status

The series Tickets with status enables the processing of tickets in a series task. If the selection does not change and the series runs again, the same tickets will again be part of the series. The series provides the placeholder Ticket-ID to subsequent jobs and actions.

Options

  • Specific Statuses: When enabled, the series runs only over tickets with the statuses selected under "If status is...". It is enabled by default.
    • When the option is turned off, the series runs over all tickets in the entire system. In this case, execution should definitely be restricted by a Condition.
  • If status is...: Select one or multiple ticket statuses with values separated by a semicolon or by selecting multiple entries from the list.
  • 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 and/or activity.
      • Activity: Select an activity the process must be in to trigger this task. You can also select actions of parallel tickets. If you do not require a specific action being set, select <any activity>.
    • 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.

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.

Placeholders

Provides placeholders to other task planner components.