/build/static/layout/Breadcrumb_cap_w.png

How to add comment to ticket automatically (ticket rule)

I want to create a ticket rule that looks for a certain keyword on newly opened tickets, and then creates a comment with a KB article or information on how to solve the issue. I don't see a way to do this, where I can create a new public comment. Is there a way? I don't know any SQL.


1 Comment   [ + ] Show comment
  • Ошибка: Dropped index http://schema.org/Movie - Nezabudkacep 2 days ago

Answers (1)

Posted by: Hobbsy 4 days ago
Red Belt
0

If you have a list of the text that you are looking for it would be possible to build a ticket rule, perhaps with a case statement so if phrase 1 is found set a value as 1, phrase 2 as 2 etc etc that value could then be used to append a KB article to the ticket and then send an update to the user containing the kb article or a link with a url to the kb article

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ