Create a Ticket

Summary

This action allows you to create a new ticket.

The name of the transition action is TicketCreate

Example transition action

Transition Action Module Configuration

The following list shows the mandatory items.

Key

Example value

Description

Mandatory

Title

Some Title

text

yes

Queue

Raw

Some queue name

yes

QueueID

1

Some queue id

or Queue

Lock

unlock

Some valid ticket lock type

yes

Priority

3 normal

Some valid ticket priority

yes

PriorityID

3

Some valid priority ID

or Priority

State

open

Some valid State

yes

StateID

3

Some valid State ID

or State

CustomerID

customer

Some customer user value

yes, if CustomerUser not a valid customer user

CustomerUser

userlogin

Some user email or login

yes

Owner

agentlogin

A valid agent login

no, default to logged in agent

OwnerID

1

A valid agent login ID

no, only an option instead of logged in agent or Owner

Type

Unclassified

A valid type

no

TypeID

1

A valid type ID

no

Service

ServiceA

A valid service

no

ServiceID

1

A valid service ID. Must be assignable to the selected CustomerUser

no

SLA

VIP

A valid SLA

no

SLAID

1

A valid SLA ID

no

Responsible

supervisor

A valid Agent

no

ResponsibleID

1

A valid agent ID

no

ArchiveFlag

n

y or n`

no

PendingTime

2011-12-23 23:05:00

On 2011-12-23 at 23:05:00

only when choosing a state of type pending auto or pending reminder

PendingTimeDiff

1440

one day in the future

only when choosing a state of type pending auto or pending reminder

TimeUnit

5

5 time units

no

DynamicField_NameX

value

A value for field NameX

no

LinkAs

Parent

Link as parent of current ticket. Parent or Child or Normal

no

UserID

1

no, will override the logged in user id

no

Article Data

SenderType

agent

Defines the sender type.

yes

IsVisibleForCustomer

1

Defines visibility.

yes

CommunicationChannel

Internal

Defines the channel of communication.

no

ContentType

text/html; charset=utf-8

The content Type of the communication.

yes, if no MimeType and Charset is used

MimeType

text/html

The MIME Type of the communication.

no

Charset

utf-8

Only utf=8 should be used.

no

HistoryType

AddNote

The type of the history entry. Must be a valid type.

yes

HistoryComment

Added Note

A free text comment.

yes

From

Some Agent <email@example.com>

The sender.

yes

To

Some customer <email@example.com>

The recipient.

yes

Subject

Internal

Defines the channel of communication.

yes

Body

Some text

Plain text or HTML text based on content type.

yes

Tip

Start a Process

By filling DynamicField_ProcessManagementProcessID and DynamicField_ProcessManagementActivityID, you can start a process at any activity when creating the ticket.

Tip

Logging and Errors

If a ticket is not created, the system log will state why.

System log message

Sample Log: