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Create New Ticket

This action creates a new ticket in your Professional Services Automation (PSA) tool. It is typically used after a "Build New Ticket" action, which prepares the details for the new ticket.

Why is it useful?

Automating ticket creation ensures consistency and saves technician time, especially for recurring scenarios like re-opened issues or tasks that require a new, separate ticket.

What It Does​

  • Creates a new ticket in your PSA system (Autotask or ConnectWise).
  • Uses the ticket details provided by a preceding "Build New Ticket" action.
  • Logs the creation of the new ticket for visibility in the Event History.

How It Works​

1. Input Data​

The action takes a list of NewTicketToBeCreated objects. Each object contains all the necessary details (e.g., title, description, company, contact, status, priority, board/queue) for a new ticket. These details are typically generated and passed by a "Build New Ticket" action.

2. Ticket Creation​

For each NewTicketToBeCreated object received, the action makes a request to your PSA system to create a new ticket with the specified attributes.

3. Output Structure​

The action outputs messages confirming the creation of each new ticket, including the new ticket's ID and title. This information is available to subsequent actions and is logged in the Event History.

Configuration Fields​

When you add the "Create New Ticket" action to a workflow, you'll configure the following:

default_tickets_to_create​

This field expects a list of ticket objects that need to be created. Typically, this input is provided by the output of a "Build New Ticket" action that runs earlier in the workflow. Each ticket object contains all the necessary information for the new ticket.

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_dashboard​

A list of messages suitable for display in the Neo Dashboard Event History. These messages confirm the creation of each new ticket and include details like the new ticket ID and title.

default_messages_for_msp​

A list of messages intended for internal MSP use. These messages also confirm the creation of each new ticket and can be used in subsequent actions like "Add Ticket Note" to update the original ticket or notify internal teams.

default_messages_for_end_client​

This field is typically empty for this action, as direct end-client notification about ticket creation is usually handled by the PSA or other dedicated notification actions.

credits_consumed​

The number of NeoAgent credits consumed by this action. Creating a new ticket does not consume any credits.

Use Cases​

1. Automatically Create a Ticket from a "Re-opened" Issue​

  • Trigger: A customer replies to a closed ticket.
  • Action 1: Build New Ticket - Configured to prepare details for a new ticket based on the re-opened issue (e.g., copy details, append "[Re-opened]" to title).
  • Action 2: Create New Ticket - Creates the new ticket in the PSA.
  • Action 3: Add Ticket Note - Adds a note to the original closed ticket referencing the new ticket ID.

2. Create a Follow-up Task Ticket​

  • Trigger: A ticket is resolved with a status indicating a follow-up is needed.
  • Action 1: Build New Ticket - Configured with instructions to create a new ticket for the follow-up task (e.g., title "Follow-up: [Original Ticket Title]", assigned to a specific team).
  • Action 2: Create New Ticket - Creates the new follow-up task ticket.

Best Practices​

  • Always use the "Build New Ticket" action before "Create New Ticket" to define the content and properties of the ticket you want to create. "Create New Ticket" relies on the output of "Build New Ticket".
  • Ensure the "Build New Ticket" action is configured correctly to provide all mandatory fields required by your PSA for ticket creation (e.g., Board/Queue, Status, Priority, Company).
  • Review the Event History to monitor the successful creation of tickets and troubleshoot any issues.
  • If you need to update the original ticket that led to the new ticket's creation (e.g., add a note with the new ticket ID), use an "Add Ticket Note" action after "Create New Ticket".

This page is a placeholder for the Create New Ticket action documentation.