Topic
This article provides descriptions of each value you can select when configuring ticket condition triggers to execute predefined actions.
Environment
NinjaOne Ticketing
Description
You can configure ticket condition triggers on the NinjaOne Ticketing configuration page under the Triggers and Templates tabs. To learn more about ticketing automations, refer to NinjaOne Ticketing: Automation.
Select a category to learn more:
- Ticketing Automation: Trigger Condition Definitions
- Ticketing Automation: Action Definitions
- Ticketing Automation Templates: Ticket Creation
- Additional Resources
Ticketing Automation: Trigger Condition Definitions
The following conditions are listed under the Conditions tab when adding or editing a ticket Trigger automation.
Figure 1: Ticket automation → Condition options
Each automation type provides different conditions; select an automation type to learn more:
Event-based Conditions
The following conditions are provided for event-based triggers:
| Condition | Description or Purpose |
|---|---|
| Action | Perform an action when the ticket is updated or created. |
| Type | Perform an action if Ticket Type equals, does not equal, changed or is changed to the selected Ticket Type.
|
| Business Hours | Perform an action depending on Business Hours. |
| Status | Perform an action if Ticket Status equals, does not equal, or was changed to the selected Ticket Status. Custom statuses can be created on the NinjaOne Ticketing application configuration page under the Custom → Statuses tab. Refer to NinjaOne Ticketing: Setup and Configuration to learn more. |
| Source | Perform an action if Ticket Creation Source equals, does not equal, or was changed to the selected Ticket Creation Source. |
| Severity | Perform an action if Ticket Severity equals, does not equal, or was changed to the selected Ticket Severity. Severity communicates how bad the root issue is. |
| Priority | Perform an action if Ticket Priority equals, does not equal, or was changed to the selected Ticket Priority. Priority communicates how quickly the issue should be resolved. |
| Subject | Perform an action if Ticket Subject contains or does not contain any or none of the keywords typed into the textbox. |
| Description | Perform a specified action if a full text search of the ticket entry finds or does not find specific keywords or phrases. |
| Organization | Perform an action if the organization for the ticket contains or does not contain any or none of the selected organization(s). |
| Requester | Perform an action if the Ticket Requester (who has created the ticket) equals or does not equal the specified user account (present or not present). |
| Primary assignee | Perform an action if the Primary Assignee (who is assigned the ticket) equals or does not equal the specified user account or if the specified user is present or not present. This includes a drop-down menu of all technicians. |
| Additional assignees | Perform an action if the Additional Assignee equals or does not equal the specified user account, or if the specified user is present or not present. This includes a drop-down menu of all technicians. |
| Tags | Perform specified action if the Tags for the ticket contain or do not contain any or none of the selected Tag(s). Refer to Getting Started with NinjaOne Device Tags for more information about creating tags. |
| Form | Perform an action if the ticket uses or does not use a specific form. Forms are created on the NinjaOne Ticketing application configuration page under the Forms tab. Refer to NinjaOne Ticketing: Setup and Configuration to learn more. |
| Location | Perform an action if the ticket refers or does not refer to a specific organization location. |
| Comment Type | Perform an action if the comment is private or public. |
| Updated By | Perform an action depending on who updated the ticket. |
| Fields | You can use the custom fields you created. The system will identify whether the custom field contains or does not contain the criteria that you specify. Refer to NinjaOne Custom Fields: Setup to learn more. |
Time-based Conditions
The following conditions are included for time-based triggers. You can create additional conditions from the Custom → Statuses page in the NinjaOne Ticketing app.
| Condition | Description/Action |
|---|---|
| Time since ticket created | Perform specified action if the hours since the ticket was created are greater than or less than the number in the text boxes. |
| Time since ticket changed | Perform specified action if the hours since the ticket was changed or updated are greater than or less than the number in the text boxes. |
| Time since assigned | Perform specified action if the hours since the ticket was Assigned to a Technician are greater than or less than the number in the text boxes. |
| Time since customer responded | Perform specified action if the hours since the ticket was the customer's latest response is greater than or less than the number in the text boxes. |
| Time since technician responded | Perform specified action if the hours since the ticket was the technician's latest response is greater than or less than the number in the text boxes. |
| Time since new | Perform specified action if the hours since the ticket was in a "New" status is greater than or less than the number in the text boxes. |
| Time since open | Perform specified action if the hours since the ticket was in an "Open" status is greater than or less than the number in the text boxes. |
| Time since waiting | Perform specified action if the hours since the ticket was in a "Waiting" status is greater than or less than the number in the text boxes. |
| Time since paused | Perform specified action if the hours since the ticket was in a "Paused" status is greater than or less than the number in the text boxes. |
| Time since resolved | Perform specified action if the hours since the ticket was in a "Resolved" status is greater than or less than the number in the text boxes. |
| Time since closed | Perform specified action if the hours since the ticket was in a "Closed" status is greater than or less than the number in the text boxes. |
| Type | If the Ticket Type equals, does not equal, changes, or changes to the selected Type, perform the specified action. |
| Status | Perform specified action if Ticket Type equals, does not equal, changed or changed to the selected Ticket Status. |
| Source | Perform specified action if Ticket Creation Source equals, does not equal, changed to the selected Ticket Creation Source. |
| Severity | Perform specified action if Ticket Severity equals, does not equal, changed to the selected Ticket Severity. Severity communicates how bad the root issue is. |
| Priority | Perform specified action if Ticket Priority equals, does not equal, changed to the selected Ticket Priority. Priority communicates how quickly the issue should be resolved. |
| Subject | Perform specified action if Ticket Subject contains, does not contain, any or none of the keywords typed into the textbox. |
| Description | Perform a specified action if a full text search of the ticket entry finds or does not find specific keywords or phrases. |
| Organization | Perform specified action if the Organization for the ticket contains, does not contain, any or none of the selected Organization(s). |
| Requester | Perform specified action if the Ticket Requester (who has created the ticket) equals or does not equal the specified user account (present or not present). |
| Assignee | Perform specified action if the Ticket Assignee (who is assigned the ticket) equals or does not equal the specified user account or if the specified user is present or not present. This includes a drop-list of all technicians. |
| Tags | Perform specified action if the Tags for the ticket contain, do not contain, any or none of the selected Tag(s). Refer to NinjaOne Ticketing: Setup and Configuration for more information about tags. |
| Business hours | Perform specified action dependent on Business Hours. An example for using this option is sending an email notification 3 hours after a ticket is created; if business hours are between 8–5 and a ticket is created at 10:00 AM, then the email notification would send at 1:00 PM. |
Ticketing Automation: Action Definitions
The following conditions are listed under the Actions tab when adding or editing a ticket automation Trigger or Response template.
Figure 2: Ticket automation → Action options
Each automation type provides the following actions to perform:
| Action | Description |
|---|---|
| Add Tag | Adds tags to tickets based on which tags are listed in the text box while maintaining the existing tags on a ticket. |
| Set Tag | Clears all current tags in the ticket and replaces them with the tags listed in the text box. |
| Remove Tags | Removes tags from the ticket based on which tags are listed in the text box while maintaining other existing tags on the ticket. |
| Update Ticket | Performs the ticket update as specified. Technicians can update the ticket Assignee, Status, Severity, Priority, or Subject. Priority communicates how quickly the issue should be resolved. Severity communicates how bad the root issue is. If multiple ticket updates are needed, then multiple individual Update Ticket actions need to be configured. |
| Add CC | Adds a "carbon copy" to the ticket based on which emails are listed in the text box while maintaining the existing CCd emails on the ticket. |
| Sett CC | Clears all current CCd emails on the ticket and replaces them with the ones entered into the text box. |
| Add Comment | Add a Public or Private comment to the ticket with the option to use Placeholders to automatically fill in the information about the ticket. To learn more about the difference between Public and Private comments, click here. |
| Add Time | Adds time to the ticket timer if Timers is enabled in the General Ticket Settings. |
| Send Notification | Sends notification based on pre-configured Notification Channels. |
| Email (Manual) | Sends an email regarding the ticket to the specified email address(es) with the option to use placeholders to automatically fill in information about the ticket. To allow recipients to respond to emails, select the checkbox for Allow email response by recipient checkbox. |
| Email (Template) | Use an email template (NinjaOne Ticketing → Email → Templates) to send an email regarding the ticket to the specified email address(es). |
| Auto assign ticket | If you configure the event to auto-assign for "least open ticket" or "longest time since last ticket assignment," the ticket is automatically assigned (based on the selected condition) to whichever technician has the fewest open tickets or the longest period since they were assigned to a ticket. When you create a technician account, the setting to enable this action is located in the General section, which is turned on by default. Refer to User Permissions: Permission Options for more information. If the technician does not have this toggle switch enabled, then their name will not display in the Assignee drop-down menu when configuring the event-based automation. |
Ticketing Automation Templates: Ticket Creation
The following values are listed under the Ticket creation tab when adding or editing a ticket automation Template.
Figure 3: Ticket automation → Ticket creation options
| Activity Rule | Description or Action |
|---|---|
| Form | Allows you to select the form that will be used as a template for this ticket. Forms are created on the NinjaOne Ticketing application configuration page under the Forms tab. Refer to NinjaOne Ticketing: Setup and Configuration to learn more. |
| Tags | Auto assigns any tags to this ticket on creation. Refer to Getting Started with NinjaOne Device Tags for more information about creating tags. |
| Status | Auto assigns a status to this ticket on creation. Custom statuses can be created on the NinjaOne Ticketing application configuration page under the Custom → Statuses tab. Refer to NinjaOne Ticketing: Setup and Configuration to learn more. |
| Priority | Auto-assigns a priority of Use Policy, High, Medium, or Low to this ticket on creation. The Use Policy option will dictate the Priority level based on the governing policy. Priority communicates how quickly the issue should be resolved. |
| Severity | Auto assigns a severity of Use Policy, Critical, Major, Moderate, or Minor to this ticket on creation. Severity communicates how bad the root issue is. |
| Use Device's User as Requester | The checkbox will auto-assign the device's user as the requester in the ticket. |
Additional Resources
Refer to Ticketing: Resource Catalog to learn more about NinjaOne Ticketing: