Documentation forWeb Help Desk

Configure a task to automate ticket creation

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 > Tickets > Tasks.
  2. Click New.
  3. Enter a task name.
  4. 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.

  5. Click Save.

  6. Click the Task Elements tab.

  7. Click New.

  8. Configure the child ticket to inherit field values from the parent ticket.
    1. Click Link to Parent.

    2. In the Inherent Value column, select a check box for one or more fields.

      The inherent values for Subject and Request Detail will be combined with the Parent ticket and appended using a space character.
  9. Click the Request Type drop-down menu and select a request type.

  10. In the Subject field, enter a subject.

  11. Click Save.

  12. Add your remaining task elements, and click Done.

    Next task: Create an action rule to run a task

Modify a task element

If required, you can modify an existing task element.

  1. In the toolbar, click Setup > Tickets > Tasks.
  2. Under Task Name, click the task you want to modify.
  3. Click the Edit icon.
  4. Click the Task Elements tab.
  5. Change a task element as required.
  6. Click Save.