Create an Article#

Summary#

This module allows you to create a ticket article.

The name of the transition action is 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 <email@example.com>

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 <email@example.com>

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

Added in version 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