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How to Automatically Retrieve Values from Other Modules/Fields

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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: Ensured 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 TypeReference 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.

  1. Navigate to Admin > Ticket Automation > Update trigger.
  2. Define the rule name and description.
  3. In the Action tab, select the target custom field (ensuring it is a part of the relevant ticket form/brand).
  4. Choose the Copy value from option.   
    copy value
  5. Select the source module and the corresponding reference field
  6. Save the rule.

Actions

 After updating the ticket property, the rule will be executed.

Output

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