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Home > Success Center > Web Help Desk (WHD) > Web Help Desk (WHD) Documentation > Web Help Desk Administrator Guide > Configure a task to automate ticket creation

Configure a task to automate ticket creation

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Created by Melanie Boyd, last modified by Steve.Hawkins on May 25, 2018

Views: 1,115 Votes: 0 Revisions: 13
Check out this video (6:00) on automating ticket creation.
 

You can use Web Help Desk tasks to automate ticket workflows.

In the following example, a new hire setup task is created. This task contains the following task elements:

  • Cubicle setup
  • Access to the network
  • New hire paperwork
  • Email setup

When the action rule runs the task, the task elements become tickets configured with a request type and associated tech.

  1. In the toolbar, click Setup.
  2. Select Tickets > Tasks.
  3. Click New.
  4. Enter a task name.
  5. Click Shared.

    Sharing a task makes it available to other techs and for use in action rules.

    A task must be shared before you can configure an action rule to run it.

  6. Click Save.

  7. Click Task Elements, and click New.
  8. Configure the child ticket to inherit field values from the parent ticket.
    1. Click Link to Parent.
    2. Select the Inherit Value check box for one or more fields.
  9. Select a Request Type, enter a Subject and Request Detail, and click Save.
  10. Add your remaining task elements, and click Done.

Next task: Create an action rule to run a task

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