When will a ticket automatically convert to a service request?

Overview

There are a handful of scenarios in TeamDynamix which will automatically convert an incoming ticket to a service request. This article will cover each scenario. If you are having trouble getting your tickets to auto-convert to service requests, check that they fit the criteria below.

Tickets will automatically convert to service requests when

  1. If they come in through the Web Api application and have a service specified which has a workflow attached to it. This might be through API calls written in integration apps or the TeamDynamix Email Service. 

    Note that the specified service and workflow must be active and in the same ticketing application as the ticket being created for this to work. Furthermore, a requestor must be detected on the newly created ticket and matched to an existing person record in TeamDynamix before the ticket will be converted to a service request. This is due to the fact that the ticket workflow might have steps which are assigned to the requestor.
     
  2. If they come through the Client Portal and the default ticketing classification for the ticketing application is Service Request. It is also important to note that if a custom request form is being used and that custom request form has a specific classification set, the custom form value will be used instead.
     
  3. If a ticket is being created in TDNext tickets or the Client Portal service catalog which specifies a service which has a workflow attached to it. Note that the specified service and workflow must be active and in the same ticketing application as the ticket being created for this to work. Furthermore, for the TDNext case, the ticket being created will only convert to a service request if it is not being associated as a new parent for a set of existing tickets.
     
  4. Automation rules attach a workflow. If automation rules attached a workflow to a ticket, it will be converted into a service request.

All cases listed above are subject to the following rule:
If first step of the workflow being applied to a ticket promotes the ticket to a different classification, the ticket will not be converted to a service request.

 

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Details

Article ID: 12076
Created
Wed 4/6/16 3:21 PM
Modified
Tue 6/20/17 11:53 AM