Configure a task to automate 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.
- In the toolbar, click Setup.
- Select Tickets > Tasks.
- Click New.
- Enter a task name.
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.
Click Task Elements, and click New.
- Configure the child ticket to inherit field values from the parent ticket.
- Click Link to Parent.
- Select the Inherit Value check box for one or more fields.
Select a Request Type, enter a Subject and Request Detail, and click Save.
Add your remaining task elements, and click Done.
Next task: Create an action rule to run a task