Create an Article

Summary

This module allows you to create a ticket article.

The name of the transition action is TicketArticleCreate

Example transition action

Transition Action Module Configuration

The following list shows the mandatory items.

Base Configuration

Optional Choices

Possible Sender Types

  • agent

  • customer

  • system

Possible Communication Channels

  • Internal

  • Email

  • Phone

Possible HistoryTypes

This is list of default valid types. Valid types are found in the database table ticket_history_types

  • NewTicket

  • FollowUp

  • SendAutoReject

  • SendAutoReply

  • SendAutoFollowUp

  • Forward

  • Bounce

  • SendAnswer

  • SendAgentNotification

  • SendCustomerNotification

  • EmailAgent

  • EmailCustomer

  • PhoneCallAgent

  • PhoneCallCustomer

  • AddNote

  • Move

  • Lock

  • Unlock

  • Remove

  • TimeAccounting

  • CustomerUpdate

  • PriorityUpdate

  • OwnerUpdate

  • LoopProtection

  • Misc

  • SetPendingTime

  • StateUpdate

  • TicketDynamicFieldUpdate

  • WebRequestCustomer

  • TicketLinkAdd

  • TicketLinkDelete

  • SystemRequest

  • Merged

  • ResponsibleUpdate

  • Subscribe

  • Unsubscribe

  • TypeUpdate

  • ServiceUpdate

  • SLAUpdate

  • ArchiveFlagUpdate

  • EscalationSolutionTimeStop

  • EscalationResponseTimeStart

  • EscalationUpdateTimeStart

  • EscalationSolutionTimeStart

  • EscalationResponseTimeNotifyBefore

  • EscalationUpdateTimeNotifyBefore

  • EscalationSolutionTimeNotifyBefore

  • EscalationResponseTimeStop

  • EscalationUpdateTimeStop

  • TitleUpdate

  • EmailResend