Create ticket

How the Create ticket action opens a case from an automation, and what the step returns.

Create ticket opens a new case for the device the run executes on, for example when a script has found a problem. The device doesn't need to be online.

Configuration fields

Field	Type	Required	Default	Description
Ticket title	text	Yes	—	Title of the case, for example `Issue on ${{ trigger.deviceName }}`. Add variables `${{ … }}` with Insert variable. You cannot save the automation without a title
Description (optional)	multi-line text	No	empty	Description of the case. Supports variables `${{ … }}`
Priority	selection	Yes	Medium	Low, Medium, High or Critical

The created case

Property	Value
Status	Open
Assigned Device	The device the run executes on
Customer	The device's customer, if it has one
Assigned User	None
Creator	The system, not a user

Platform support

The action runs in octoja and works the same on every operating system.

Outputs

Output	Description
`success`	`true` when the case was created
`ticketId`	Internal ID of the new case. Use it in the Ticket field of a later Update ticket step
`ticketNumber`	Sequential number of the new case, handy for messages

Result behaviour

The step succeeds as soon as the case is created. It does not check whether a case already exists: every run creates a new case on each device. With a Schedule or On boot trigger, it is best to give the step a Condition, for example on an output of an earlier Run script step. That way a case is only opened when it is really needed.

Variables that cannot be resolved stay in the text as they are, for example when they point to the output of a skipped step. If device is offline has no effect on this action.

Test run and Test step really create a case.

See also: Create an automation · Update ticket · Manage Cases

Was this helpful?

Still need help? Ask the team