Solutions

Events

Description

New Incident:

This event is triggered when a New Incident is created.

Client reply:

This event is triggered when a client reply to already created Incident.

Staff reply:

This event is triggered when a staff reply to Incident.

Change flag:

This event is triggered when a flag is changed for Incident.

Change Incident type:

This event is triggered when the Incident type is changed for an Incident.

Change department:

This event is triggered when the department is changed for an Incident.

Change status:

This event is triggered when status is changed for an Incident.

Change priority:

This event is triggered when priority is changed for an Incident.

Change category:

This event is triggered when category is changed for an Incident.

Change subcategory:

This event is triggered when a subcategory is changed for an Incident.

Change item:

This event is triggered when an item is changed for an Incident.

Change level:

This event is triggered when an Incident level is changed for an Incident.

Change location:

This event is triggered when location is changed for an Incident.

Assign staff:

This event is triggered when an Incident is assigned to staff.

Incident merge:

This event is triggered when incidents are merged by staff.

Add note:

This event is triggered when the staff adds a note to an Incident.

Incident post delete:

This event is triggered  when staff delete an Incident post

Move to trash:

This event is triggered when the staff moves Incident to trash

On overdue:

This event is triggered when an Incident is not replied within the defined response time.

On unresolved:

This event is triggered when Incident status is not marked as closed or resolved within the defined resolution time.

SLA plan change:

This event is triggered when Incident SLA plan is changed.

Pause SLA:

This event is triggered when SLA is paused.

Resume SLA:

This event is triggered when a paused SLA is restarted or resumed

On last activity:

Indicates when was the last change made on Incident say changing incident properties, replying to Incident.

Add time tracked:

This event is triggered when time tracking entry is added by staff on the Incident.

Change Urgency:

This event is triggered when Urgency is changed for an Incident.

Change Impact:

This event is triggered when Impact is changed for an Incident.

Criteria

Description

Subject:

Matches subject line of Incident.

Message:

Matches message or content of  Incident.

Client name:

Matches Client name of Incident.

Client email:

Matches Client email of Incident.

Organization:

Matches Organisation of client.

Client language:

Matches Client language (Client language is one selected by client on Client portal while submitting ticket)

Domain:

Matches Domain name.

Department:

Matches Department of Incident.

Status:

Matches Status of Incident.

Priority:

Matches Priority of Incident.

Label:

Matches Label of Incident.

Incident type:

Matches Incident type of Incident.

Incident Category:

Matches Category of Incident

Subcategory:

Matches Subcategory of Incident

Item:

Matches Item of Incident

Level:

Matches Level of Incident.

Location:

Matches Location of Incident.

Owner:

Matches Owner of Incident (Owner is one whom ticket is assigned)

Operator:

Matches Operator of Incident(Operator is one who is working on Ticket)

Flag type:

Matches Flag type of Incident.

Last activity:

Checks for Last activity (Last activity means change in Incident properties and reply to Incident).

Last replier:

Matches for the last replier of incident i.e. staff or client.

Creation date:

Matches for Creation date of Incident.

SLA plan:

Matches SLA plan of an Incident.

Has attachment:

Checks for attachments.

Channel:

Checks for Channel for an Incident.

To email:

Checks for "To email" field specified in Incident.

Creation time:

Matches Creation time of Incident.

Overdue time:

Matches for Overdue time of Incident. Example When the staff fails to reply within response time then ticket gets overdue. 

Resolution due time:

Matches for Resolution due time of Incident. Example When a ticket is not closed or resolved within the resolution time.

Schedule:

Matches the schedule (working hours)

Urgency:

Matches Urgency of an Incident.

Impact:

Matches Urgency of an Incident.

Action

Description

Forward template:

Select the template which you want to send on email.

Forward to:

The email address to which one wishes to send the mail can be entered here.

Change department:

The department can be changed by selecting the department from the listing.

Assign team:

The team can be assigned from here by selecting the particular team.

Assign staff:

The staff members can be assigned from here and the staff members can be selected from the listing.

Change status:

The status of the Incident can be changed by selecting it from the listing.

Urgency:

The urgency of the Incident can be changed by selecting it from the listing.

Impact:

The impact of the Incident can be changed by selecting it from the listing.

Change priority:

The priority of the Incident can be changed by selecting it from the listing.

Change flag:

The flag of the Incident can be changed by selecting it from the listing.

Change Incident type:

The type of the Incident can be changed by selecting it from the listing.

Change category:

The category of the Incident can be changed by selecting it from the listing.

Change subcategory:

The subcategory of the Incident can be changed by selecting it from the listing.

Change item:

You can change the item by selecting it from the listing.

Change level:

The level of the Incident can be changed by selecting it from the listing.

Change location:

he location of the Incident can be changed by selecting it from the listing.

Change label:

The label of the Incident can be changed by selecting it from the listing.

Change channel:

The channel of the Incident can be changed by selecting it from the listing.

Apply SLA:

SLA Plan can be selected from the listing and applied from here.

Reset resolution time:

SLA state:

You can select the SLA state such as pause, resume SLA.

Send email to client:

Particular email template can be selected from the listing and can be sent to the client.

Send email to staff:

Particular email template can be selected from the listing and can be sent to the staff.

Apply billing rate:

You can select the billing rate .

Create Invoice:

If you want to create and send an invoice to client.

Ignore email:

If you set it to yes then email is ignored.

Send autoresponder message:

If you set it to yes then autoresponder mail is sent.

Process Incident alert rules:

If you set it to yes then alert rule will be processed else alerts want to be sent.

Do not parse as Incident reply:

If you set it to yes then reply wont be appended to Incident and a new Incident would be created for every reply.

Mark as ban:

It will decide whether the sender email should be marked as a ban or not. If marked as ban then the clients will not be allowed to send further Incidents.

Mark as spam:

It will decide whether the sender email should be marked as spam or not.

Status:

To enable workflow.