Creating a ticket

The MSP wants to be able to create a new ticket in Advance Automation (AA).

Preconditions

  • Partner must have AA enabled.

Note

If AA is not enabled for this partner, the event should be shown in the pulldown list, but be shown as disabled.

Input fields

Field

Value

Mandatory

Ticket title

String

Mandatory

Billable
One of:

  • Yes

  • No (default)

Not mandatory

Email to customer
One of:

  • Yes

  • No (default)

Not mandatory

End-user

One from a list of end-users in AA.

Not mandatory

Customer name

One from a list of customers in AA.

Not mandatory

Phone number

Text string

Not mandatory

Superior

Text string

Not mandatory

Priority

One from a list of priorities in AA.

Mandatory

SLA

One from a list of SLAs in AA.

Mandatory

Support agent

One from a list of agent users in AA.

Mandatory

Category

One from a list of categories in AA.

Not mandatory

Support group

One from a list of user groups in AA.

Not mandatory

Status

One from a list of statuses in AA.

Mandatory

Billing activity type

One from a list of billing types in AA.

Mandatory

Schedule ticket
Either:

  • No

or

  • Date

  • Time

  • Duration in hours and minutes

Not mandatory

Ticket notes

Text string

Not mandatory

Ticket updates

Text string

Not mandatory

Post conditions

  • A ticket is created in AA, and the integration returns the ticket.