Saving a request
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Every time a ticket is saved, a system script called Saving a request will be executed.
You can get the ticket ID by running getVariable
Accessible variables
- ticketId
- activeUser
Furthermore, you can use getParserVariable
to get out more information regarding the changes done.
The syntax is:
getParserVariable("ticket.new.value");
getParserVariable("ticket.old.value");
For example, to see if the category has been changed:
if (getParserVariable("ticket.new.category") != getParserVariable("ticket.old.category")) {}
Accessible parser variables
- id
- title
- createdAt
- lastChanged
- readByOwner
- readByCustomer
- firstReadByUser
- firstReadByOwner
- activate
- closedAt
- deadline
- timeToClose
- realTimeToClose
- timeToReply
- m_realTimeToReply
- createdBy
- author
- ownedBy
- category
- slevel
- priority
- status
- ticketStatus
- customer
- alertLevel
- alertTimeout
- connectId
- filterId
- readStatus
- hasAttachment
- displayFilter
- alertStop
- repliedAt
- filterAddress
- dbiAgentId
- dbiKey
- dbiLastModified
- dbiLastSyncronized