Page Comparison

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• The EngageIP Event Manager Service must be running for Ticket Transitions to function

• Roles need to be setup properly along with Ticket Groups and Categories. See the Ticket Overview article for more information

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1. In the AdminPortal load the Setup tab

2. Click on Ticket Types

3. Click Add to create a new type

4. Enter a Name for the Ticket Type (for example: New Order)

5. Click Save

6. On the Ticket Types page click on the Name of your new Type to edit it

7. Under the Categories heading click Add

8. Specify a Ticket Category. If no categories exist click the + icon to the right of this field to create them. If you are unfamiliar with ticket categories see the Ticket Overview article

9. On the edit Ticket Type page and Transitions, under Transitions click on Add

10. Enter a Name for the first stage of in the process flow (for example, "New Order").  Required fields are in red:

    

    1. Select a Current Ticket Status, if you need to add new Statuses for Ticket Transition functionality click the + to the right of this field
       Note: For ease of use it is best to use the "Open" ticket status for the first transition in the process flow. For transitions to function a ticket must be created with both the proper Ticket Type field value populated (matching a Ticket Type you have setup) and the proper Status field value populated (matching this Transition > Current Ticket Status configuration). By setting the Current Ticket Status here to "Open" you will not require the user to change the Status field when creating a new ticket in EngageIP as the default status is "Open" on ticket creation

    2. In the Allowed Ticket Status list select the status that the Current Ticket Status above is permitted to transition to (for example if a Current Ticket Status of "New Order" is permitted to transition to the next phase status of "Provisioning", you would setup a Provisioning status and add it under this Allowed Ticket Status field). This field is used to chain the ticket transitions together so that you can migrate tickets backward and forward through the stages of a process

    3. Optional: Select the Ticket Group that the ticket will be assigned to when the ticket transitions into the next status (i.e. the Allowed Ticket Status). If you leave this blank the 'Ticket Group' field will maintain it's current value / the value assigned to it from the previous transition

    4. Optional: Select the Assigned To User the ticket will be assigned to when the ticket transitions into the next status (i.e. the Allowed Ticket Status). If you leave this blank the 'Assigned To User' field will maintain it's current value / the value assigned to it from the previous transition

    5. Optional: you can trigger an Action when the user clicks the Next button to transition a ticket to the next status. For example you can add a Set User Status: 'Enabled' at the end of Order Completion, or to Send Email if you want to notify the customer that an activity is completed/scheduled (e.g. notify the customer their account is now activated, or provide an email confirmation of a verbally communicated service installation date). In addition to the stock actions in EngageIP you can add Actions (found on the Setup tab > Actions) by creating your own scripts, using scripts on this Knowledge Base (see the Action Scripts article) or contacting your LogiSense account Representative to discuss what Action script you need us to create for you

11. Once you have configured the Transition details click Save and repeat the process above to add new transitions until you have all the stages of the process captured

12. Click Save on the Ticket Type add window when you are finished defining your transition procedure

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