Data In Ticket Creation

The creation of tickets on the basis of 'Data Input' objects is configured via Valuemation mainparameters with path 'ServiceDataIn'. The following parameters are used in standard Valuemation:

• Call tickets of ticket type 'General Request' are created.
  • INC_tickt_class

    value: Call

    type: String

  • INC_tickt_type

    value: General_Request

    type: String

• The new Call tickets get status 'Created' and support group 'Call Center'.
  • INC_tickt_status

    value: CA_CRE

    type: String

  • INC_tickt_supportGrp

    value: CALL CENTER

    type: String

• Priority and Severity of the Call tickets is set to 3.
  • INC_default_priority

    value: 3

    type: Integer

  • INC_default_severity

    value: 3 medium

    type: String

• Statement type of the new tickets will be 'Information', the default value for the call media attribute is 'Email' (other possible values of this ticket attribute include 'Call' (a value used for information coming from an actual phone call), 'ZIS', 'Facebook' etc.)
  • INC_DESC_satztyp

    value: Information

    type: String

  • INC_callmedia

    value: Email

    type: String

• If the sender of the source email cannot be found among 'Person' objects registered in Valuemation, the default person specified by parameter 'defaultPersonNo' is used as referenced ticket reporter.
  • defaultPersonNo

    value: ORCHESTRA

    type: String

The values represent defaults for the newly created tickets. These defaults can be changed by editing corresponding mainparameter values. Values for each individual created ticket can be changed during ticket processing.

The tickets are further processed using standard Valuemation processes. For instance, if 'Call' tickets are created, the data goes through the 'Call Acceptance' process.