Categorize work performed on tickets #25
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Below is my first stab at the automation for this. Very raw at this point but hoping that it better illustrates what we're trying to do:
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So currently, I believe that my stumbling block is how to query for the possible values of the custom fields so that I can make them available to my form. Basically, how do I make text/prompt_event_type: query for the possible values of tc.event_type and make them available for the user to select (one)? Whatever that is, I believe that I should be able to replicate it for the other options. The other potential complication will be querying for the Hardware, Software, Network, etc. depending on what the user picks for text/prompt_event_category . |
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On The
Plus the The docs are lacking on how to set custom fields from automations, so I'll get that improved. For text/picklists the values are strings. For record link it's a numeric ID to the record of the given type. For record links it's an array of IDs of the given type. You could avoid that using guide #26 with the I also added guide #27 showing how to set a 'Record links' custom field with multiple selections from a sheet. |
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We are a small MSP and would like to better understand our customers needs based on what they're asking us to do for them. Our plan is to 'categorize' each ticket based on a set number of questions (noted below) and then report on that data by organization and aggregate once we have a sample of the tickets categorized. The specific questions that we want to answer are:
So far, we've created a Custom Record called "Ticket_Categorization". That custom ticket has the following nine custom fields:
I'd like to create an interaction from a toolbar that presents the user with a form that guides them through those questions, creates the Ticket_Categorization record and then links it to the ticket.
I'm still very much in the beginning phase of this and don't have any code that I'm not embarrassed to share but thought someone else may be trying to do the same thing and a) may be further along and wanted to share what they have or b) isn't as far along and may benefit from what I have so far.
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