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Configure a task to automate ticket creation

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Created by Melanie Boyd, last modified by Melanie Boyd on Oct 11, 2016

Views: 751 Votes: 0 Revisions: 12
 

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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Last modified
00:26, 11 Oct 2016

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