​@MNemirovsky 48394c3 lvusd Thank you for submitting your question to our community!

I have been trying to find this rule you have created in your system, would you mind providing a screenshot or including the name of it in your response. I  want to dig into this for you! 

​@Kathryn Carter I didn’t have a saved rule for user creation because I didn’t want to create a rule that didn't behave as intended. I just went and created a test ticket template and rule (albeit disabled for now) and got some screenshots for you.

Ticket Template: Forced to set location, but does ‘assign to agent by location’ override the default? Also, cannot set ‘Requested for’ user to newly-created user dynamically, since the field forces me to choose and existing user.

Google OU Filter: Missing ‘Student Teachers’ OU (as an example) since nobody is in that OU, though the OU is ‘included’ in the User Import process.

Test Rule for User Creation: The Google OU filter will eventually be looking for a ‘New User’ OU that we create.

Thanks for looking into this. Hopefully there are some solutions to these issues / confusions, as currently it feels very much like we’re fighting with the platform to get things more automated.

Good morning ​@MNemirovsky 48394c3 lvusd 

Thank you for your clarification. This one was a team effort, but here is what we found.

First, you will need to be able to submit this ticket for multiple locations, so it will assign to that location based on what you assign to below. The Ticket Template will override the default assignment.

Next, for the filter on the rule, you should be able to put the role in so the template is created based on the role of that user, and the ticket template will automate that assignment.

As for the variables for the information, we now support variables within Ticket Templates, so you can add them as needed. Here is the list of supported variable data points! Please let us know if you have any questions.

Feel free to reach out with any questions, but hopefully, this works well for you! 

​@KellenH_iiQ So that helps with getting the template assigned to the appropriate agent by location, but I have no way of knowing who the client user is (and therefore their location). Trying to use ‘Set requested for’ forces me to choose an existing user in the platform, which doesn't help when I’m expecting newly-created users to trigger the Rule.

The issue with the filter is for selecting a Google OU that doesn't already have users in it (planning for newly-created users to start in a new OU for better tracking). Using roles doesn’t help with that at all.

And variables don't work in the ‘Set requested for’ option. As far as I can tell variables work in the ‘Issue Description’ text area, which is helpful but does not help with setting the new user as the client.

​@MNemirovsky 48394c3 lvusd The ticket will be submitted by the new user each time. You will not need to set the “requested for field” as the new user is created & is the rule trigger. Once the user is created by location, the agent assigned to that location will be assigned the ticket. 

Can you add a screenshot of your mappings for OUs? I am unsure why it is not populating. 

Finally, the variables will add that location, email, etc into the issue description that will populate. 

Please let me know if this helps or have any more questions! 

​@Kathryn Carter Sorry for the delay. See below for our Google OU User Mapping details:

​@MNemirovsky 48394c3 lvusd If the OU filter is not working when properly mapped, I would suggest submitting a ticket to support. This should be working based on your OU mappings, as far as I can tell. Make sure to add this thread within your ticket so they can follow what we have worked through so far. Thanks! 

​@Kathryn Carter I’ve submitted an issue regarding the OU mapping last week. Waiting to hear back.

Regarding the ticket template workflow: I’ve just tried using variables in the issue description of the ticket template to test out the new user creation workflow, and the variables are just appearing as-is (no variable interpolation seems to be occurring).

I used {{User.FIELD}} at first, but switched to {{Ticket.FIELD}} following an example on the Supported Variable Data Points documentation page. See below

Any ideas on what’s missing here, or should this be another support ticket?

​@MNemirovsky 48394c3 lvusd That looks like it matches exactly what the data points are, you copied from the above KB guide? I am not sure why the points aren’t populating. 

​@MNemirovsky 48394c3 lvusd Alright I believe that I understand where our miscommunication is and why this is not working. When you are using the data points within ticket templates, this needs to be coming from an existing ticket and create a subticket off that main parent ticket. I had assumed there was an existing ticket, so I apologize for the misunderstanding. Moving forward only those subticket ticket templates can be created utilizing data points. 

Thanks for your patience and I apologize for the confusion. 

​@Kathryn Carter I feared as much. Is there any way for me to create a Rule for new User creation that generates a new top-level ticket? That automation is essential to our workflow.

​@MNemirovsky 48394c3 lvusd Yes, if you create a new ticket for that new user, the new user will be the owner of the ticket. Once that ticket is submitted for them, you can add or adjust additional information or subtickets. I hope this helps.