Auto close TIcket with a workflow

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zalim786
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Auto close TIcket with a workflow

Post by zalim786 » 18. Jan 2023, 13:21

Hi guys,

so we get very important system emails, we want to convert them into Tickets, thats not a problem, we solved that with Email robot,
we want to to auto close them and so far we cant figure out how.

so want to move our System Emails to a folder, it will create a Ticket, we want this Ticket to be closed automatically without any
work from our 1st Level Support Team. Is it possible? where and how can we achieve that?

Regards
Zalim

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Re: Auto close TIcket with a workflow

Post by MF_NSc » 18. Jan 2023, 14:59

Hi Zalim,

make sure these tickets are in there "own" category.
Then
  • you could make a confirmation rule thats listening on creation of object in this category and starts a workflow that directly close this ticket
or
  • you could make an eninge activation that runs every x min/hours and starts a workflow that finds all tickets from this category that are not closed and closes them

zalim786
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Re: Auto close TIcket with a workflow

Post by zalim786 » 23. Jan 2023, 15:56

MF_NSc wrote: 18. Jan 2023, 14:59 Hi Zalim,

make sure these tickets are in there "own" category.
Then
  • you could make a confirmation rule thats listening on creation of object in this category and starts a workflow that directly close this ticket
or
  • you could make an eninge activation that runs every x min/hours and starts a workflow that finds all tickets from this category that are not closed and closes them
Thank you so much for your reply, thing is I am very new with Matrix, I dont know how my Workflow should look like, I am used to different Ticket Systems and they have very different Workflows, its much more complicated here.

So when I am creating my Workflow, it says START, what should I pick from Repository? what should my Argument be? I have to create Workflow first and then Complianace rule.

Thanks again for your reply.

Regards
Zalim

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Re: Auto close TIcket with a workflow

Post by MF_NSc » 24. Jan 2023, 08:00

I am sorry, but to explain it step-by-step from the very beginning would go too far.
I recommend doing a basic Administrator/Workflow training if you are a very beginner and you should do such tasks. You need knowhow about database structure etc.

Regards
Nicole

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Hendrik_Ambrosius
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Re: Auto close TIcket with a workflow

Post by Hendrik_Ambrosius » 24. Jan 2023, 12:06

Maybe this compliance rule sample helps - it automatically closes tickets raised by the e-mail robot if the subject includes "audio".
The state value 204 in the last screenshot stands for "closed".
Does not require a workflow.
Attachments
AutoClose Ticket.zip
(930.53 KiB) Downloaded 9 times
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Re: Auto close TIcket with a workflow

Post by zalim786 » 26. Jan 2023, 12:39

Hendrik_Ambrosius wrote: 24. Jan 2023, 12:06 Maybe this compliance rule sample helps - it automatically closes tickets raised by the e-mail robot if the subject includes "audio".
The state value 204 in the last screenshot stands for "closed".
Does not require a workflow.
Thanks alot for the sample files, I have no issues with CoRu, i am just a bit confused about Workflow, basically I am used to of
Atlassian Workflows, they are much easier, I just need a sample of how a workflow, that closes a Ticket directly, would look like.
Do you have a sample of that?

Regards
Zalim

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Re: Auto close TIcket with a workflow

Post by Hendrik_Ambrosius » 26. Jan 2023, 16:57

This is a WF that closes a task. Basically the same procedure. Does that help?
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Re: Auto close TIcket with a workflow

Post by zalim786 » 26. Jan 2023, 21:45

@Hendrik_Ambrosius,

yes, i found the problem, i actually created very similar CoRU to yours, the only problem was Value, you are using Status value of 204,
we have a different value number because we have customized system, i changed the value and it worked :),
it is showing status Closed but within the request it is still showing the button "Close", which normally dissappears once the ticket is closed, how can I get rit of it.
Matrix has one of the best CoRus out there, i have worked with Automation and different kind of Corus, but with matrix its much more logical.

Also if i am to create a workflow, which closed the ticket in my Workflow Manager, how would that look like? I am bad with Workflow creation :D.

Thanks once again, you were a great help.
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CoRu.zip
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Re: Auto close TIcket with a workflow

Post by Hendrik_Ambrosius » 26. Jan 2023, 21:56

Maybe the button is still there because of your customized status? It is checking for the status value of the ticket I guess.

I have no idea what your WF looks like so it's hard to answer. What exactly is the issue?
Hendrik Ambrosius / Senior Consultant
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Re: Auto close TIcket with a workflow

Post by zalim786 » 27. Jan 2023, 14:58

Hendrik_Ambrosius wrote: 26. Jan 2023, 21:56 Maybe the button is still there because of your customized status? It is checking for the status value of the ticket I guess.

I have no idea what your WF looks like so it's hard to answer. What exactly is the issue?
ok i got it, Button is also gone, i put some more changes in CoRu and it worked, once again, thanks alot, you tip really helped me :).
I dont know how to start with workflows, I mean there is start option there and what thn? what variable what argument?
is there a table where i can find variables and arguments from? do you have and documentation about workflow which I can read from? I self tought myself most of the other things and i have alot of experience with workflows with other ticket systems.


Also I cant figure out how to open Tickets in new tab, do you know where the settings are? right now when we click on Ticket it opens on the right side of the same windows, i want it to open in a new window. Is that possible? Somewhere in layout maybe

Regards
Zalim

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Re: Auto close TIcket with a workflow

Post by Hendrik_Ambrosius » 27. Jan 2023, 15:21

Resources that may help you getting started with workflows:
https://help.matrix42.com/030_DWP/020_W ... low_Studio
https://www.youtube.com/watch?v=rU1O9NJRJt8&t=134s
https://www.youtube.com/watch?v=FWXZi2hs3lc
https://www.youtube.com/watch?v=SIuqAcB03B8&t=4s
https://marketplace.matrix42.com/produc ... o-basis-2/
https://marketplace.matrix42.com/produc ... rketplace/

If you want the ticket in a new window, click on the three vertical dots right above the preview and select the "open in new window" action.
Hendrik Ambrosius / Senior Consultant
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zalim786
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Re: Auto close TIcket with a workflow

Post by zalim786 » 31. Jan 2023, 11:42

Hendrik_Ambrosius wrote: 27. Jan 2023, 15:21 Resources that may help you getting started with workflows:
https://help.matrix42.com/030_DWP/020_W ... low_Studio
https://www.youtube.com/watch?v=rU1O9NJRJt8&t=134s
https://www.youtube.com/watch?v=FWXZi2hs3lc
https://www.youtube.com/watch?v=SIuqAcB03B8&t=4s
https://marketplace.matrix42.com/produc ... o-basis-2/
https://marketplace.matrix42.com/produc ... rketplace/

If you want the ticket in a new window, click on the three vertical dots right above the preview and select the "open in new window" action.
Thanks alot for the info, I will def look into it and experiment a bit on our test system.

If i want to auto categories the user, is it with CoRu Possible?

For example, right now if we create a Ticket in Matrix Service Desk as a supporter, it opens it with a Responsible Role "A", it doesnt
matter which report opens the ticket and it doesnt matter what Resposible group/role he belongs to, what I want to do it
for system to check WHO the user is, if he belongs to Responsible role B, System should automatically categories him in System B.

We have AD groups for example

Support Team 1
it has 5 users

Support Team 2
it has 5 users

Support Team 3
It has 5 users

and we have a role called SUPPORT TEAMS.

we also have the same teams as a responsbile roles to qualify the ticket but when someone opens the ticket in Service Desk (not through customer portal), it doesnt what which group our support belongs to Team 1, 2 or 3, Ticket opens with Support Team, can it create a CoRu which looks are the supporter (user) which creates the Ticket and tells automatically put the Ticket in right responsible role?

I have the way of doing it but i have to put each user individually in CoRu, can I do it differently? like with the whole group?

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Re: Auto close TIcket with a workflow

Post by Hendrik_Ambrosius » 01. Feb 2023, 12:13

With compliance rules you will need a separate rule for each category.
So a workflow may be more convenient.
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Matrix42 GmbH | Elbinger Straße 7 | 60487 Frankfurt am Main | Germany | www.matrix42.com

Disclaimer: I participate in this forum on a voluntary basis. Views expressed are not necessarily those of Matrix42 or of the support team.

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