Set 'Service Desk Request Type' automatically when an agent creates a Service Desk ticket for a user

Question

Hey guys,

I need to know if it is possible (and if yes how) to set the Service Desk Request type automatically when an agent creates a ticket for a user (instead of the user creating it by itself via mail or portal).

Background is that mails send by the agent doesn't get send out to the user as long as no Request type is defined. And as this is not intuitively visible for the agent, info get lost for the users.

Thanks!

Jeff Tillett · Accepted Answer

You can do this either with a post function on create, or using the automator plugin. You will need to know the raw values for each of your request types from the database.

This ticket has some info and instructions using the plugin, however the concepts are the same as a post function in workflow. Feel free to reply if you have any more questions, we used that information to correct this in our environment.