This action is installed by the Tickets web module. It creates or resolves an Equipment Ticket for network monitoring integration.
Parameters:
Action - Duration | Use these fields to specify an offset from when the trigger fires to populate the Ticket's Action Date field. The Duration Type specifies the time unit (Hour, Day, Week, Month...). The Duration specifies the quantity (e.g. 1 week, or 8 hours). |
Action - Duration Type | |
Add Affected Customers (required) | Populates Affected Customer information on the Ticket as needed. This is used to associate customers the Equipment Ticket based on the equipment assignments for the selected equipment. Only customers that have the equipment assigned to them can be associated to an Equipment Ticket. |
Assigned To | Populates the Ticket's Assigned To field - User responsible for handling this Ticket. |
Category | Populates the Ticket's Category field if applicable. category is based on the selected type which may or may not have categories defined (in Admin Console). |
Commit - Duration | Use these fields to specify an offset from when the trigger fires to populate the Ticket's Commit Date field. The Duration Type specifies the time unit (Hour, Day, Week, Month...). The Duration specifies the quantity (e.g. 1 week, or 8 hours). |
Commit - Duration Type | |
Create Child Tickets | Yes/No - When affected customers are added to an Equipment Ticket, you have the option to create Child Tickets for them. |
Message ID | Identifies the email that creates the Ticket. |
Facilitator | Populates the Ticket's Facilitator field - Person or group responsible for managing the handling of this Ticket (managing the assigned user). |
Priority | Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. Options are based on the corresponding table in Admin Console Data Management. |
Resolution - Status | This is the Status to use when the Ticket is resolved. Options are based on the corresponding table in Admin Console Data Management. |
Resolution Type | This is the Type to use when the Ticket is resolved. |
Status | This is the Status to use when the Ticket is created. Options are based on the corresponding table in Admin Console Data Management. |
Subcategory 1 | Value for Subcategory1 property on the ticket created (when applicable) |
Subcategory 2 | Value for Subcategory2 property on the ticket created (when applicable) |
Title | Populates the Ticket's Title field. |
Type | Populates the Ticket's Type - a top-level classification for logical grouping based on business purpose. Options are based on the corresponding table in Admin Console Data Management. |