Criteria for setting the status of a ticket to “solved”

Setting the status of a ticket to “solved” happens by the EPI when the result of a rule formulated for that purpose turns out to be true. Another possibility how this ticket status can be induced is when a user of Valuemation changes the status manually via the Rich or Web Client.

ZIS System sends the ZIS_Reference_ID, an UPDATE-flag, a ticket short text (TCK_SHORTTEXT), the ticket long description (DESCRIPTION) and a UserID via the EPI to Valuemation. In VM the ticket that conforms to the ZIS_Reference_ID will be updated with a newly created ticket description (new DESCRIPTION) with the following data and the status will be changed to „Solved (IN)“:

• Status will be updated to = „Solved (IN)“
• Description ticket short text (TCK_SHORTTEXT) like in corresponding message text from ZIS
• Long description (DESCRIPTION) like in corresponding message text from ZIS
• UserID of ticket description = received from ZIS-System
• User data of ticket description according UserID. If not found: UserName = „ZIS_System“