Create a Ticket

Summary

This action allows you to create a new ticket.

The name of the transition action is 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 activity dialog 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.

Sample Log: