How to Automatically Retrieve Values from Other Modules/Fields

Published:

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 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.

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