Ticket Workflow

This section provides information about functions, conditions, and variables for the ticket workflow, as well as initial actions and reserved actions.

Table of Contents

  1. Ticket Workflow: Initial Actions
  2. Ticket Workflow: Reserved Actions
  3. Ticket Workflow: Functions
  4. Ticket Workflow: Conditions (none)
  5. Ticket Workflow: Variable Resolvers (none)

Ticket Workflow: Initial Actions

The following initial actions are defined for ticket workflows:

@Create

Starts the workflow, for a new ticket.

For more information, see Workflow Initial Actions.

Back to top

Ticket Workflow: Reserved Actions

The following reserved actions are defined for ticket workflows:

@modify

Used to control workflow actions that occur when a ticket is modified.

Back to top

Ticket Workflow: Functions

There is one function available for the ticket workflow:

updateTicketStatus

Updates the status of a ticket to the value provided in the argument.

Parameters
Name Description/Values
status The new status for the ticket after updating. Valid values: OPEN, RESOLVED, CLOSED, REOPEN.
Examples/Notes/Additional Information

The example below shows the ticket workflow when a ticket is closed. The updateTicketStatus function is used to update the ticket status to CLOSED.

<action id="201" name="ticket.action.close">
  <restrict-to>
    <conditions type="AND">
      <condition type="authorizeByAtmosphereRole">
<arg name="role">Admin</arg>
      </condition>
    </conditions>
  </restrict-to>
  <results>
    <unconditional-result old-status="Open" status="Closed" step="400" owner="${caller}"/>
  </results>
  <post-functions>
    <function type="updateTicketStatus">
      <arg name="status">CLOSED</arg>
    </function>
  </post-functions>
</action>

Back to top

Ticket Workflow: Conditions

There are no conditions for the ticket workflow.

Back to top

Ticket Workflow: Variable Resolvers

There are no variables for the ticket workflow.

Back to top