Autotask – Creating Tickets From Workflow Rules

hi everyone Chris Timm here from sundel Consulting in this video I want to talk about how to create a ticket from a workflow Rule now this is something in order task that came out depends when you're watching this video probably around about two or three releases ago at the time of recording this is being recorded in in March 2024 so it's probably about three releases ago that this came out um but it's something I get asked about a lot in almost every Consulting call um that I do and I just wanted to go through you know go through this in detail and kind of explain how this would work so one of the first things we want to do actually is we want to make sure that we have a ticket category that is set up specifically for for sales so we have a sales ticket category down here um I do have a video somewhere else um I'll link to it up here um which will talk about how to set up uh ticket categories um but so I'm not going to go into that in in huge detail on this video but we just need a a well we don't need to have this necessarily but I'm going to put it in here because this is going to be a ticket that is going to get created when an opportunity sorry when a um when a contract is about to expire so what we want to do is click on admin go into workflow rules of course you can still see the workflow Rules by clicking on uh you know admin and then automation and then coming into workflow rules and getting it from here so if you're more used to doing it that way you can or I'm just always used to going into admin workflow rules I think it's a lot easier to find so let's set up a contract workflow rule so what we're going to do in here is we're going to say you know contract contract expires in say 60 days and then what we can do is in here we can look at a time based entity or time based event and we can say when um this contract is expiring in 60 days we can add some conditions at this point if you wanted to go and add a condition and maybe say you know we only want to do this where the contract type is equal to you know a time of materials or a you know recurring service or block contract you can do that um or we can just leave this blank um and uh you know just just look at all of them or of course we can just pick any of the fields to use in the conditions but in this particular instance I'm just going to say I want to be alerted on every single um you know contract that ends in 60 days then what we can do is come right down to the end here and you can see we have an action on this worklow rule which is create tickets now you can see it says create tickets with an S so this is going to allow us to create multiple tickets against this if we wanted to so what we can do is simply click on the actions button and now it's asking us to use the ticket category so in this case we're going to say sales ticket category and that is pretty much all we need to do so we're going to say when a contract ends in 60 days we want to create a ticket in the sales ticket category and of course we can add another as well and we can then maybe create um you know a different ticket so maybe we can go into you know our standard or something like that and create a different ticket so you may have different teams that you might want to create these tickets into um to do multiple things and you just want to create them all at the same time you can absolutely do that so we do that here when um when this is uh is is ending in a certain amount of time so all we simply do is hit save and close and that is done now what will then happen is is this will look at the end date of the contract so effectively that will look in if we just look at any contracts on the system this is my demo account so oh yeah I do have some so it's going to look at this date here and it's going to say if this date is in this case within days it's going to send a ticket of course we can still you know because this is just the normal workflow rule we can of course still just use the old way of doing it as well and maybe have somebody emailed as well so you might want to then have a notification at the same time um you know and notify the account manager send it from there create a notification to template um and and send this out but the best way to often do these is to just if you're going to use the ticket then maybe use this ticket to to drive it so one of the things oh yeah um just need to come in here and uncheck this because I said it needs to notify somebody and it was just saying I needed a notification template so creating these tickets work basically on any um on on any of these areas except for service dat what you cannot do at this precise moment um is you can create a note to an existing ticket but you cannot create a ticket and that is so so what they've basically said is the ticket workflow um in in all the task doesn't allow you to create another ticket based on on a ticket doing something but you can create a ticket based on you know an opportunity being closed or based on a um you know a contract expiring or based on you know some other thing happening on the system what you can't do though is to say you know when this ticket is closed or this ticket is updated or this ticket is something create another ticket from there um you can however just add a ticket note if you wanted to so you could say you know whatever ticket this was related to you can just add a note to the ticket which you've always been able to do um in in workflow rules so just bear that in mind on on the other areas within the system you can absolutely just create that ticket um you know and the same thing with crn right maybe you want want to say um and this would be you know for an opportunity so maybe you say you know opportunity uh opportunity one and maybe we would say here you know when the opportunity is edited and the um you know the status is equal to closed which in in order task closed means closed one rather than closed lost so you know when a status is equal to closed then what we want to do is come down here and we want to create a ticket as well so you might say you know soon as we close this opportunity you now want to have a ticket created for somebody to go and actually do something off the back of this opportunity now I know if you ran the opportunity wizard in all theask it does create that postale ticket but this is actually a better way of doing it because you then don't have to create that postale ticket and you're not forced to use it in the post sale Q This you might create a provisioning ticket but also because you can create multiple tickets here you might create a provisioning ticket you might create you know a a postale ticket or a you know something for the account manager to go and say hey thanks for thanks for this opportunity etc etc so you can create multiple tickets based upon um you know some action happening in all the task so really straightforward very simple um you know very easy thing to do I hope that was useful so I'm just going to move myself um out of the way I hope that was useful um it really does help if you if you click the like And subscribe button um it really does help for these videos to get to where they need to be um you know through through the the YouTube algorithm so I really would appreciate it if you give me a thumbs up like this video and if you like the content um you know please subscribe and you know please do feel free to buy me a coffee really does help me to kind of you know produce more content and make these videos so thank you very much for watching I really appreciate it and I look forward to seeing you guys all on the next one