After you create a phase, you need to add activities to define the tasks that the appropriate stakeholders must complete.
Note: To control the execution order of this activity, use Triggers available under Advanced options in the activity creation screen.
Perform the following steps to create a service ticket activity:
Under the desired phase, click + Create activity, as shown in the image below.
In the new screen that appears, do the following:
Under Activity name, enter a unique name for the activity.
Under Which activity do you want to create?, use the radio button to select Create ticket, as shown in the image below. This option generates and assigns service tickets to agent groups when a task needs to be tracked and resolved through your service desk.
Under Who should complete this ticket?, choose the appropriate workspace and the agent group.
You can configure additional settings under Show advanced options, such as choosing to make the activity as non mandatory, adding triggers and conditions. For more information about the Advanced options, see Configure Advanced Options in Activities.
After configuring the above fields, click Next to proceed to the Configure activity tab.
In the activity configuration screen that appears, provide the following details:
Under Subject, enter the ticket's subject line. To personalize it, click Insert placeholders to dynamically include values from form fields, such as the employee’s name, department, or joining date.
Under Requested for, choose the stakeholder on whose behalf the ticket will be created. This is typically the beneficiary of the service or activity being performed.
Click Add journey data to include fields from the initiator form, or from activities that will be completed before this activity.
After configuring all the required fields, select Create to add the ticket activity to the phase.
