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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.

  • 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.

  • 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 tickets will be set by rules of its template.
    • Copy from source ticket – the tickets solvers will be same as the solvers of the source ticket.

  • Initial message - set the text and attachments displayed to solvers of the tickets.

    • Description:
      • Copy ticket description from source ticket
      • According to target ticket template
      • Custom template
        • Insert variable - see the description of the same command bellow.
    • Attachments
      • Copy ticket attachments from source ticket
      • According to target ticket template

  • Ticket fields

    • According to target service
    • Custom
      • Edit - edit the fields in the editor.

  • 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')