Ticket Generation

Automated ticket generation

You can set up your rules to automatically generate tickets when an action is triggered. All you have to do is create an action subscription that adds a new ticket to your queue. You can either create 1 ticket for the entire result set returned from the rule, or a separate ticket for each individual row returned from the rule run. The new ticket will be pre-populated with information you configure and will automatically attach the associated data from your rule run.

To enable this, go to your action and add a new subscription with the Add to queue icon shown below:

Next, enter the information you want to populate into your ticket, including who you want to assign the ticket to and any additional tags you want to add for triage:

Now, every time your rule runs, if the action criteria are met, it will generate a new ticket in your Tickets.

Group tickets with entity ID

When you create ticket automatically, you might create lots of tickets for the same entity, e.g. a user has been flagged in many tickets, or a transaction has been caught by many rules. To reduce the amount of "duplicate" tickets created for the same entity, you can specify the Entity ID and check Group items with the same entity ID into a single ticket under Advanced Settings when creating or editing Action Subscription.

The first case generated under the entity ID will create a ticket. All the other cases under the same entity ID will be put into the Additional Rules Flagged section within the first ticket. When you archive the ticket, it will archive all the cases under that ticket.

View Additional Ticket Data

To view the data of subtickets, select View Data.

The data will be presented in a pop-up, allowing you to continue your investigation of the case without leaving your base ticket.

Manual Ticket Creation

You can also create a new ticket manually by clicking on the + New Ticket button and filling out the information for your ticket.

You can click on a ticket's name to view or edit it. You can edit its name, description, assignee, notes, and tags. Html syntax is supported in description so you can change the font or add a link easily. You can also work on the ticket with your colleague by adding comments.

You can also share a link to a ticket by copy & pasting its URL e.g. https://yourco.getlogicloop.com/tickets/1