How to Automatically Retrieve Values from Other Modules/Fields
This feature streamlines ticket management by automatically filling ticket custom fields with information from associated contacts or contact groups. This automation ensures consistent and accurate data handling during ticket creation, updates, and time-triggered events.
Key Benefits
- Time Efficiency: Eliminates manual data entry, saving time for agents.
- Data Accuracy: Ensures consistent and error-free field values.
- Enhanced Insights: Provides reliable data for analysis and reporting.
- Operational Streamlining: Reduces agent workload, boosting overall efficiency.
Reference Field Requirements
Module-Specific Dependency
- Contacts: The ticket requester must be an individual contact.
- Contact Group: The requester must belong to a group; if multiple memberships exist, only the primary group is used.
Supported System Fields by Module
- Tickets: Status, Priority, Category, Type
- Contacts: Name, Display Name, Address, Time zone, Language, External Reference Id, Job Title, Mobile Number, Phone Number, Email, Notes
- Contact Groups: Name, Description, Address, Notes, External Reference Id
Field Mapping for Custom Fields
Custom fields in tickets must match their corresponding types in the source module to ensure proper data population.
| Field Type | Reference Field Type |
|---|---|
| Text Box (Single/Multi Line) | All Fields |
| Single Select Dropdown | Single Select Dropdown |
| Multi Select Dropdown | Multi Select Dropdown |
| Date | Date |
| Datetime | Date and Datetime |
| Numeric | Numeric |
| Decimal | Decimal |
| Yes/No or Check Box | Yes/No and Check Box |
For mapping to be successful, dropdown fields in the source and target modules must have the same values.
Limitation
- Only applicable to ticket module custom fields.
- Proper mapping between source and target modules is required.
- Field mapping for custom fields will be updated depending on the presence and accuracy of contact or group data.
Rule creation steps for a reference field
Follow the given steps to create a rule for a reference field.
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Navigate to Admin > Ticket Automation > Update trigger.
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Define the rule name and description.
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In the Action tab, select the target custom field (ensuring it is a part of the relevant ticket form/brand).
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Choose the Copy value from option.
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Select the source module and the corresponding reference field.
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Save the rule.
After updating the ticket property, the rule will be executed.
Frequently Asked Questions
1. What is the “auto-populate ticket custom fields from contacts or contact groups” feature, and when does it run?
It’s an automation that copies values from the associated contact or contact group into ticket custom fields. It runs on ticket creation, on ticket updates (via update triggers), and on time-triggered events. Updates are recorded as performed by System Automation.
2. What prerequisites must be met for values to be copied from a contact or contact group into ticket custom fields?
- The target field must be a ticket custom field present on the ticket’s form/brand.
- To copy from Contacts, the ticket requester must be an individual contact.
- To copy from Contact Groups, the requester must belong to a group; if the requester is in multiple groups, only the primary group is used.
3. What limitations apply, and why might a field fail to update even when the rule exists?
Limitations:
- Only ticket custom fields can be targets.
- Proper type mapping between source and target is required.
Common causes of no update:
- The ticket’s form/brand does not include the target custom field.
- Type incompatibility or dropdown option mismatch between source and target.
- The requester does not meet module requirements (not an individual contact, no primary group).
- The relevant trigger never fired (e.g., no qualifying update or time event).
