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Update Tickets

Description​

The Update Ticket step updates an existing ticket in Desk Manager. It allows you to change ticket status, add interactions, reassign operators or groups, link assets, and send notifications.

Configuration​

Field NameDescription
Step nameSpecify a unique name for the step.
The name helps you identify the step in the workflow and makes it easier to debug or link it with other steps.

Connection tab​

For the connection field details, click Connection Fields

Input Tab​

Note: Fields will be available if Accept Input As JSON is cleared.

Field NameDescription
Update Ticket KeySpecify the unique ID (Chave) of the ticket to update.
The field is mandatory.
Service Channel CodeSpecify the service channel (Forma de Atendimento) used for the interaction.
For example, Phone, Email, Remote Access
Status CodeSpecify the new ticket status.
For example, In Progress or Resolved.
Or
Click Get, to fetch available status list and select. When selected, the other details are also displayed.
The field accepts variable or static value, and the field is mandatory.
Approver CodesSpecify approvers when the ticket requires approval. Field accepts comma separated from multiple values.
Or
Click Get, to fetch available approved code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Transfer To Operator CodeSpecify the code of the operator to which the ticket should be reassigned.
Or
Click Get, to fetch available operator code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Transfer To Group CodeSpecify the code of the group to which the ticket should be reassigned.
Or
Click Get, to fetch available group code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Third Party Vendor CodeSpecify code of a third-party vendor if the status is Awaiting Third Party.
The field accepts variable or static value.
Third Party ProtocolSpecify reference number or protocol from third party vendor.
DescriptionSpecify the interaction message or response to add in ticket.
For example, the reply to the customer or internal note.
Field supports HTML tags (like <br>).
Appointment CodeLink an Appointment type to this interaction.
Or
Click Get, to fetch available appointment type list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Appointment DateSpecify the date for the scheduled appointment in DD-MM-YYYY format.
The field accepts variable or static value.
Appointment TimeSpecify the time for the scheduled appointment in HH:mm format.
The field accepts variable or static value.
Cause CodeSpecify the root cause code, usually provided when resolving or closing a ticket.
Or
Click Get, to fetch available code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Operator CodeSpecify the ID of the Operator performing this interaction/update.
Or
Click Get, to fetch available operator code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Group CodeSpecify the ID of the group performing this interaction/update.
Or
Click Get, to fetch available group code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Send Email NotificationSpecify S to send an email notification about this interaction, else specify N.
Add To Knowledge BaseSpecify S to add this interaction to the knowledge base, else specify N.
Canned Response Message CodeSpecify the code for a pre-written, ready-made phrase to use as the description.
Or
Click Get, to fetch available message code list and select. When selected, the other details are also displayed.
The field accepts variable or static value.
Interaction DateSpecify the date the interaction occurred in DD-MM-YYYY format.
Interaction Start TimeSpecify the start time of the work logged for this interaction in HH:mm:ss format.
Interaction End TimeSpecify the end time of the work logged for this interaction in HH:mm format.
SMS DescriptionSpecify the short message to be sent as an SMS notification for this interaction.
Internal NoteSpecify a private note for this interaction that is only visible to other operators.
First ResponseSpecify S to mark this interaction as the first response time for SLA purposes.
Solution ResponseSpecify S to mark this interaction as the solution time for SLA purposes.
Linked Configuration Items (ICs)Link one or more Configuration Items (Assets) to the ticket interaction/update.
KeyThe unique ID (Chave) of the Configuration Item (Asset) to link.
ValueThe action to perform for this asset.
- Enter on to Link the asset.
- Enter off or leave blank to Unlink/Ignore.
Input Fields (JSON Mode):The fields are enabled when Accept Input As JSON is selected.
Note: The JSON input keys must be in Portuguese.
Accept Input as JSONSelect to accept JSON input from previous field or from variable.
Note: when selected, the step ignores previous provided JSON input.
Input JSON from Field/VariableSpecify the complete JSON payload for creating the service request.
The field accepts variable or static value.
Or
Specify the JSON payload in Hardcoded Input JSON.
For example,
{
"TChamado" : {
"CodAprovador" : [ "6", "7", "16", "19", "18" ],
"CodTerceiros" : "",
"TransferirGrupo" : "18",
"HoraAgendamento" : "",
"PrimeiroAtendimento" : "N",
"CodStatus" : "000006",
"CodCausa" : "8412",
"ObservacaoInterna" : "Internal Note Testing AE to PS",
"Protocolo" : "",
}

Output tab​

Field NameDescription
Output JSON Field NameSpecify the output field name to store the response returned by the update operation.
Last updated on