Skip to main content

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:

  • General

    • 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.

    • Ticket template - select one of the available ticket templates to base the automatic created tickets on, or create a new one.

    • Relation type - select the type of relation to create between the new and source ticket. For example, if you want to create a child ticket select the Is the child of type.

  • Ticket name

    • According to target ticket template - the new ticket will have name given by the General - Ticket template above.
    • Copy ticket name from source ticket - the new ticket will have the same name as the source ticket.
    • Ticket name template - 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 fields. 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.

  • Solver

    • According to target ticket template - the solver of the new ticket will be set by the General - Ticket template above.
    • Copy from source ticket – choose whether to copy the solver, the solver group, or both from the source ticket.
      • Solver
      • Solver group

  • Initial message - choose how the initial message of the new ticket will be constructed.

    • Copy ticket description from source ticket
    • According to target ticket template use the General - Ticket template above.
    • Initial message template - type the description text of the new ticket. You can use formatting, images, and variables representing values of the source ticket.
      • Insert variable - in the text field, place the cursor where you want to insert the variable, and then select the variable from this menu.
    • Attachments - choose what attachments the new ticket will have.
      • Copy ticket attachments from source ticket
      • According to target ticket template - the new ticket will have attachments given by the General - Ticket template above.

  • Ticket fields - choose the fields of the source ticket whose values will be copied to the fields of the new ticket.

    • All fields of the target ticket process
    • Selected fields
      • Edit - select the fields.

  • 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 fields 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')