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 from the Triggers and Templates tabs. To learn more about ticketing automations, refer to NinjaOne Ticketing: Automation Triggers and Templates.
Select a topic to learn more:
- Comparison Operator Definitions
- Ticketing Automation: Trigger Condition Definitions
- Ticketing Automation: Action Definitions
- Ticketing Automation Templates: Ticket Creation
- Additional Resources
Comparison Operator Definitions
When creating event- or time-based conditions, you will use comparison operators to define the qualifications. Refer to the following table for a description of each comparison operator.
| Comparison Operator | Description |
|---|---|
| Equals | The values or expressions are the same. |
| Does not equal | The values or expressions are not the same. |
| Changed | The value has changed to any other value. |
| Changed to | The value has changed to a specific value. |
| Present | The ticket contains the specified value. |
| Is not present | The ticket does not contain the specified value (empty or null). |
| Contains (all) | All words or phrases (separated by a comma) are present in a ticket field. This value can be a single string or word match. |
| Contains any | Any words or phrases (separated by a comma) are present in a ticket field. |
| Does not contain | The values presented in the string are not present in a ticket field. This value can be a single string or word match. |
| Contains none | The specified values (separated by commas) are not present in the ticket field. |
Ticketing Automation: Trigger Condition Definitions
The following conditions are listed from the Conditions tab when adding or editing a ticket Trigger automation.
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 |
|---|---|
| Action | Perform a specific action when creating or updating a ticket. |
| SLA target status | Perform an action based on whether the selected status equals or does not equal the trigger, is present, or is not present. |
| SLA name | Perform an action based on whether the SLA name equals or does not equal the selected trigger. |
| Support hours | Perform an action based on business hours and the ticket's time. |
| Type | Perform an action if Ticket Type equals, does not equal, or changes to the selected Ticket Type.
|
| Status | Perform an action if Ticket Status equals, does not equal, or changes to the selected Ticket Status. You can create custom statuses on the NinjaOne Ticketing application configuration page in the Custom → Statuses tab. Refer to NinjaOne Ticketing: Getting Started to learn more. |
| Source | Perform an action if Ticket Creation Source equals, does not equal, or changes to the selected Ticket Creation Source. |
| Severity | Perform an action if Ticket Severity equals, does not equal, or changes 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 changes to the selected Ticket Priority. Priority communicates how quickly the issue should be resolved. |
| Subject | Perform an action if the Ticket Subject contains or does not contain any 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 of the selected organizations. |
| 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 a specified action if the Tags for the ticket contain or do not contain any or none of the selected tags. Refer to Getting Started with NinjaOne Device Tags for more information about creating tags. |
| Form | Perform an action based on whether 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: Getting Started to learn more. |
| Location | Perform an action if the ticket refers to 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. You can use the Contains none comparison operator to determine if the last person who updated a ticket was the primary assignee, an additional assignee, or any other type of user. You can then create an action to assign a new technician, unassign an existing technician, or take other automation actions against the ticket. |
| Fields | You can use the custom fields you created. NinjaOne will identify whether the custom field contains or does not contain the criteria that you specify. Refer to NinjaOne Custom Fields: Getting Started to learn more. |
Time-based Conditions
The following conditions apply to time-based triggers. You can create additional conditions from the Custom → Statuses page in the NinjaOne Ticketing app.
Each time-based automation can have one repeated time-based condition.
| Conidtion | Description |
|---|---|
| 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 the specified action if the number of hours since the ticket was assigned to a technician is greater than or less than the value in the text boxes. |
| Time since end user / contact responded | Perform the specified action if the number of hours since the latest response is greater than or less than the value in the text boxes. |
| Time since technician responded | Perform the specified action if the number of hours since the technician's latest response is greater than or less than the value in the text boxes. |
| Time since new | Perform the specified action if the number of hours since the ticket was in a New status is greater than or less than the value in the text boxes. |
| Time since open | Perform specified action if the number of 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 number of 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 are greater than or less than the number in the text boxes. |
| Time since resolved | Perform specified action if the number of 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 the specified action if the number of hours since the ticket was in a Closed status is greater than or less than the value in the text boxes. |
| SLA target status | Perform the specified action if the SLA target equals, does not equal, or changes to the selected status. |
| SLA name | Perform a specified action if a search of the ticket entry finds a specific name. |
| At SLA target time | Perform a specified action during the specified target time. |
| Before SLA target time | Perform a specified action during a specified time before the SLA target time occurs. |
| After SLA target time | Perform a specified action during a specified time after the SLA target time occurs. |
| 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, or changes to the selected Ticket Status. |
| Source | Perform specified action if Ticket Creation Source equals, does not equal, or changes to the selected Ticket Creation Source. |
| Severity | Perform specified action if Ticket Severity equals, does not equal, or changes to the selected Ticket Severity. Severity communicates how bad the root issue is. |
| Priority | Perform specified action if Ticket Priority equals, does not equal, or changes 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 organizations. |
| Requester | Perform specified action if the ticket requester equals or does not equal the specified user account. |
| Assignee | Perform specified action if the ticket 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, do not contain, any or none of the selected tags. |
| Support hours | Perform a specified action depending on business hours. An example of using this option is sending an email notification three hours after a ticket is created; if business hours are 8–5 and a ticket is created at 10:00 AM, the email notification would be sent at 1:00 P.M. However, if ticket creation occurs during business hours and there are not three hours left in the day, for example, at 4:00 PM, then the email notification would trigger at 8:00 AM the following business day. |
Ticketing Automation: Action Definitions
The following conditions are listed in the Actions tab when adding or editing a ticket automation Trigger or Response template.
Each automation type provides the following actions to perform:
| Action | Description |
|---|---|
| Add Tag | Adds tags to tickets while preserving each ticket's existing tags. |
| Set Tag | Clears all current tags in the ticket and replaces them with new tags. |
| Remove Tags | Removes tags from the ticket while preserving the other existing tags. |
| Update Ticket | Performs the ticket update as specified. Technicians can update the ticket Assignee, Status, Severity, Priority, or Subject. If you need multiple ticket updates, you must configure multiple individual Update Ticket actions. |
| Add CC | Adds a carbon copy (CC) 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. |
| 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. |
| Add Time | Adds time to the ticket timer if configured. |
| Send Notification | Sends notification based on pre-configured notification channels. |
| Email (Manual) | Sends an email to the specified addresses 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) | Uses an email template to send an email regarding the ticket to the specified email address. |
| Auto assign ticket | If you configure the event to auto-assign based on fewest open ticket or longest time since last ticket assignment, the ticket automatically assigns to the technician with the fewest open tickets or the longest time since they were last assigned a ticket (based on the selected condition). When you create a technician account, the setting to enable this action is in the Profile section and is active by default. If the technician's toggle is not activated, their name will not appear in the Assignee drop-down menu when configuring the event-based automation. This automation will consider tickets in a Closed status when assessing which user was last auto-assigned a ticket. |
Ticketing Automation Templates: Ticket Creation
The following values are listed in the Ticket creation tab when adding or editing a ticket automation Template.
| Activity Rule | Description |
|---|---|
| Form | Allows you to select the form to use as the template for this ticket. |
| Tags | Assigns tags to this ticket on creation. |
| Status | Assigns a status to this ticket on creation. |
| Priority | 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. |
| Severity | Assigns a severity of Use Policy, Critical, Major, Moderate, or Minor to this ticket on creation. |
| Use Device's User as Requester | The checkbox will assign the device's user as the requester in the ticket. |
Additional Resources
Refer to Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.