Skip Navigation LinksALVAO 11.2Application pagesAdministrationService DeskProcessesProcessSolving processNew ticket statusBehaviorAutomatic ticket creationNew rule Skip Navigation Links.

Skip Navigation LinksALVAO 11.2 / Application pages / Administration / Service Desk / Processes / Process / Solving process / New ticket status / Behavior / Automatic ticket creation / New rule

New rule

Use this form to create a new rule that automatically creates a new linked ticket when the source ticket transitions to a certain status.

Options:

• Automatically create a ticket when the source ticket transfers to status - or change the status if you want to add the rule to a different process status.
• Link type - select the type of link to create between the new and source ticket. For example, if you want to create a child ticket select the Is a child of type.
• Ticket name template - if applicable, specify a template to build the name of the new ticket. You can use static text in the template and also variables representing the values of the ticket items. You can use the same variables in the template as in message templates.
  • Insert variable - in the ticket name template, place the cursor where you want to insert the variable, and then select the variable from this menu.
• Requester
  • Source ticket field - choose whether the Requester or Solver of the source ticket will become the requester of the new ticket. Ticket custom fields of type User are also available in the drop-down menu.
    If you choose the Solver option and the source ticket does not have a solver, the Requester option will be applied.
  • Person - select a specific person to be the requester of the ticket.
• Copy item values from source ticket - list the source ticket items whose values will be copied to the new ticket.
  • Edit - edit the list of copied items.
• Condition - specify the SQL condition that the source ticket must meet in order for the linked ticket to be created. You can use the values of all ticket items in the condition.
  • Insert variable - in the condition, place the cursor where you want to insert the variable, and then select the variable from this menu.
  • Examples:
    • tHdTicketCust.BusinessCards = 1 AND tHdTicketCust.WorkPosition != N'Programmer'
    • tHdTicketCust.ComputerType = N'Desktop' OR tHdTicketCust.ComputerType = N'Notebook'
    • tHdTicketCust.WorkHoursPerWeek >= 20
    • tHdTicketCust.Mentor = (SELECT iPersonId FROM tPerson WHERE sPerson=N'James Smith')

 

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