I’m trying to generate a ticket automatically when a user is created. I’m following the User Rules logic and stumble into a problem when creating a Ticket Template. The Template does not allow me to create a ticket on behalf of the newly created user, nor does it allow the location to be auto-populated based on synced in user data.
Desired Workflow:
- User is imported via Google Sync, triggering the Ticket creation Rule
- The generated ticket should be created on behalf of the newly created/imported user, with matching Location and Location-based Agent assignment
- The Ticket Details (Issue Description) should contain variable-driven information about the new user (name, email, location, job title, etc).
Additionally, I've run into an interesting issue with the Rule Filters:
- The Aeries integration is not listed as an option, but I found a “SIS User Status” filter, which I set to “active”. Will this use Aeries’ active flag to determine if the user is listed as active?
- The “Google Sso Data: Org Unit Paths” filter only lists OUs that currently have users associated within IIQ, even if others are included in the Google Sync import, albeit empty. This means I cannot create a rule for a currently empty OU to prepare for future new staff.
