Update Ticket Step

Overview

The Update Ticket step allows a workflow to make changes to the ticket where the workflow is running, allowing Administrators to manage the details of a ticket throughout the workflow process. 

When the workflow reaches the Update Ticket step, the changes defined in the step are automatically applied, and the workflow continues to the next step. The Update Ticket step can make the following types of changes: 

• Set status 
• Set responsibility 
• Add a comment and send a notification 
• Set custom attributes 

Where to Find This

Workflow steps are configured within the workflow builder in TDAdmin (TDAdmin > Applications > [Application Name] > Workflows > [Workflow Name] > View Builder). 

As the Update Ticket step completes automatically, it does not appear within TDNext, except within the Workflow History page.   

Using the Update Ticket Step

To create an Update Ticket step:

1. In TDAdmin, navigate to the workflow you want to modify
   1. TDAdmin > Applications > [Application Name] > Workflows > [Workflow Name]
2. Click the View Builder button.
3. In the Workflow Builder, click File > Check Out to begin editing the workflow.
4. Click the New Step button in the toolbar.
5. In the New Workflow Step window, enter a Name that indicates what the step will do.
6. Select the Update Ticket step Type from the dropdown.
7. Add specific changes that the Update Ticket step should apply in the Edit Step page. 

The following sections describe the changes that can be made with the Update Ticket step: 

Ticket Status and Responsibility 

The Update Ticket step can change the ticket's status and responsibility. Features related to the ticket status are also configurable in the step, including cascading the status to child tickets, closing related ticket tasks, and specifying a Goes Off Hold relative date. When building a workflow, consider how these changes will affect related items like child tickets and ticket tasks. 

Ticket Notification 

The Update Ticket step can add a comment and optionally send a notification. When notifications are specified, they will be sent to the selected set of relative roles on the ticket and/or the ticket's child tickets. If a role does not have any people in it for the ticket, no notification will be sent. 

Custom Attributes

The Update Ticket step can set values for custom attributes. Some custom attribute types have options beyond setting a specific value, such as setting a Location type attribute to the Requestor's Location or setting a Date/Time attribute relative to the Created Date, Due Date, or Current Date. 

If a custom attribute value cannot be set on the ticket (e.g. the step sets a custom Location attribute to the Requestor's Location, but the requestor on the current ticket has no location), the step will complete successfully without setting a value for that attribute.