.. _TransitionAction TicketCreate:

Create a Ticket
################

Summary
*******

This action allows you to create a new ticket.

The name of the transition action is :ref:`TicketCreate <TransitionAction TicketCreate>`

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                                                                  |
+----------------------+-----------------------------------+---------------------------------------------------------------------------------------------------------------------------------+---------------------------------------------------------------------+
| Attachments          | 1                                 | Use attachments marked for use in the :ref:`activity dialog <PageNavigation processmanagement_activitiydialogs>` configuration. |                                                                     |
+----------------------+-----------------------------------+---------------------------------------------------------------------------------------------------------------------------------+---------------------------------------------------------------------+
|                      |                                   |                                                                                                                                 |                                                                     |
+----------------------+-----------------------------------+---------------------------------------------------------------------------------------------------------------------------------+---------------------------------------------------------------------+
| **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.

.. image:: images/SystemLogTransitionActionTicketCreateError.png
    :alt: System log message

**Sample Log:**