.. _TransitionAction TicketArticleCreate: Create an Article ################# Summary ******* This module allows you to create a ticket article. The name of the transition action is :ref:`TicketArticleCreate ` Transition Action Module Configuration ************************************** The following list shows the mandatory items. Base Configuration =================== +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | Key | Example value | Description | Mandatory | +======================+===================================+======================================================+=========================================+ | Body | Some text | Plain text or HTML text based on content type. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | Charset | utf-8 | Only utf=8 should be used. | no | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | 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 | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | DynamicField_NameX | value | Add a dynamic field of object article or ticket. | no | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | From | Some Agent | The sender. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | HistoryComment | Added Note | A free text comment. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | HistoryType | AddNote | The type of the history entry. Must be a valid type. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | IsVisibleForCustomer | 1 | Defines visibility. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | MimeType | text/html | The MIME Type of the communication. | no | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | SenderType | agent | Defines the sender type. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | Subject | Internal | Defines the channel of communication. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | To | Some customer | The recipient. | yes | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | UserID | 1 | The user ID one is used. | no, will override the logged in user id | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ | UnlockOnAway | 1 | Unlocks ticket when owner is away. | no | +----------------------+-----------------------------------+------------------------------------------------------+-----------------------------------------+ .. versionadded:: 7.0.7 Add a dynamic field when creating an article. ``DynamicField_NameX`` 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