Submit a ticketCall us

Announcing NPM 12.2
With NPM 12.2 you can monitor your Cisco ASA firewalls, to monitor VPN tunnels for basic visibility and troubleshooting tunnels. NPM 12.2 also uses the SolarWinds Orion Installer so you can easily install and upgrade one or more Orion Platform products simultaneously.
See new features and improvements.

Home > Success Center > Web Help Desk (WHD) > Web Help Desk Getting Started Guide > Ticket automation > Configure a task to automate ticket creation

Configure a task to automate ticket creation

Table of contents
No headers
Created by Melanie Boyd, last modified by Melanie Boyd on Oct 11, 2016

Views: 78 Votes: 0 Revisions: 12
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

Last modified
18:26, 10 Oct 2016

Tags

Classifications

Public