The RG System app in Zapier allows you to trigger actions based on the creation of a ticket.
As a result of monitoring and triggering automatic alerts, tickets will be created in the RG System Dashboard and will trigger actions via Zapier in third-party applications.
Below, you will find the data available in Zapier to help you create your Zaps, or in other words, your automation workflows between applications.
Fields | Definition |
Ticket Id | The internal (RG System) ID of the ticket triggering the Zap |
Creation Date | Ticket creation date |
Created By | Origin of ticket creation |
Open Date | Ticket opening date |
Opened By | Origin of ticket opening |
Close Date | Ticket closure date |
Closed By | Origin of ticket closure |
Acquit Date | Date the ticket was acknowledged |
Acquitted By | Origin of the ticket acknowledgment |
Recover Date | Date when the ticket automatically returned to normal |
Mute Date | Date the ticket was silenced |
Muted By | Origin of the ticket silencing |
Title | Ticket title |
Criticality | Ticket criticality (low, medium, or high) |
Comment | Comment |
Attachment Infos | Additional data |
Node Name | Name of the node associated with the ticket |
Agent Name | Name of the agent associated with the ticket |
Agent Id | ID of the agent associated with the ticket |
Event | Event that triggered the ticket creation |
Location | Location |
Details | Ticket details |
Generic Details | Details on the trigger context (threshold, duration, etc.) |
Event Type | Type of event that triggered the ticket creation |
Event Type Id | ID of the event that triggered the ticket creation |
Event Type Plugin | Plugin associated with the event that triggered the ticket creation |
Object | Object of the ticket |
Object Name | Name of the ticket object |
Object Description | Description of the ticket object |
Object Id | ID of the ticket object |
Display Id | Ticket number (including customization) |
Original Id | Ticket number |
Custom Id | Customized ticket number |
Snapshot | Additional information |
Raises | Recipients of reminders |
Not all of this data is necessarily relevant for every use case.
However, you will find enough information to easily identify all the elements of the ticket in order to automatically create them in another ticketing application.
You can also easily understand the context of ticket creation to automatically inform the concerned parties, facilitating/automating the processing.