Ticket Automation

Users may now configure ticket automations through Willow App. This feature will generate a ticket on a user-specified insight any time that insight becomes active.

To access automated tickets, navigate to Admin > Ticket Automation or from the insights page using the gear icon on the top right.

Once on the ticket automation page, a user can add a ticket automation by selecting Add Ticket Automation. Step through the process of specifying the insight(s) and criteria that you'd like a ticket to be created for.

At the bottom, specify what you'd like the ticket fields to populate with upon creation. Input fields like the assignee, priority, or due date to ensure the issue is addressed by the right team at the right time.

Select Save to create the ticket automation. You can always edit or delete the automation if it is no longer needed. Use the action menu on the far right to do so.

Please note that if an insight already has an open ticket on it, Willow will not create an additional ticket even when the ticket automation criteria are met. This is to prevent duplicate tickets.

Additionally, if you configure a ticket automation, it will populate in all users view. Any user can edit or delete a configuration made by another user.

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.