Hi,
I am trying to get a ticket created when a form is submitted via “Submit Form” or the public URL. I created the rule from the Form Submission Auto Generate a Ticket KB and a ticket template but I think my template is wrong.
If I add the issue category that has the form, a draft form is added to the ticket instead of the one submitted.
If I don’t have an issue category, a ticket is not created.
What am I missing?
Thanks
Best answer by Kathryn Carter
If I am following this thread correctly, the staff needs to follow one path. Either a new ticket to submit the form or from the form to submit the ticket, or else it will create a duplicate ticket as you are experiencing.
I hope this helps
After some more testing, I was able to get this to work.
I had to create a new issue type that is used by the template that is different from the issue that is tied to the form.
Since you need to assign the ticket template to a location, I created a new rule to update the ticket location based on the requester when it is submitted so it can be assigned to the correct team.
I also didn’t realize that you had to start working on a ticket before you would see the form.
But now a duplicate ticket is created if someone submits the form via New Ticket. I guess we need to pick one path for staff to submit a form.
+18If I am following this thread correctly, the staff needs to follow one path. Either a new ticket to submit the form or from the form to submit the ticket, or else it will create a duplicate ticket as you are experiencing.
I hope this helps
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