Working with Escalation Policy › How to Create Escalation Policy › Create Escalation Actions › Create a Ticket Update Action

Create a Ticket Update Action

You can create a policy action that automatically updates a ticket in your integrated help desk product.

Note: You cannot update the ticket type or the template.

Follow these steps:

1. Perform one of the following actions:
   • Click New on the Actions tab of the Alert Escalation Policy Editor dialog while defining an escalation policy.
   • Select Tools, Escalation Policies and Actions, and click on the Actions tab of the Escalation Policies and Actions dialog to create an action independent of an escalation policy.
2. Select Update Ticket from the Action Type drop-down list.

   The ticket action fields appear.

3. Complete the following fields:
   • Enter an action name in the Action Name field.
   • (Optional) Enter a ticket description in the Description field.
4. (Optional) Click Add Exception Criteria to add rule-based properties. For more information, see Add Exception Criteria.
5. Click the Properties tab.
6. Select a Property Name from the drop-down list.
7. Select a Property Value from the drop-down list.
8. (Optional if available) Select the 'Create Object if not present' check box to create the object in the help desk if it does not currently exist.
9. Click Add.

   The new property is added to the Default Properties list.

10. (Optional) Repeat Steps 6-9 to add as many properties as necessary to the ticket.
11. (Optional) Click the Summary tab to view the current properties and values. Click the link for any exception on this tab to view exception details.
12. (Optional) Select the Enabled option if you want the action to be available now.
13. Click OK when you finish configuring the action.

    The action is defined, and it appears on the Actions tab. If you defined the action in an escalation policy, it is automatically added to the policy.