How to use pipeline action: Solarwinds Create or Update Ticket?
Overview
Solarwinds Create or Update Ticket Pipeline Action creates Solarwinds ticket or update an existing ticket to assign it to an advisor and push chat transcript to ticket record.
Chime V5 Solarwinds Features
To use Solarwinds integration enable following features
ChimeV5.Ticketing.Solarwinds
ChimeV5.Pipeline.SolarwindsCreateTicket
Pipeline Configuration
Notify seeker Solarwinds ticket is about to get created/updated This field contains message to notify seeker when ticket is about to be created or updated.
Provide seeker Solarwinds ticket details This field contains message to send seeker ticket details: ticket number, id and URL.
Action: Select the action that the pipeline item will commit (Create Ticket or Update Ticket)
Maximum length for ticket title: Select the maximum number of characters allowed in ticket title. If the input text exceeds the selected value it will trim the text
Seeker Experience
The pipeline notifies the seeker when an incident is about to be created or updated and provides the seeker with ticket details, including the ticket number and URL for accessing the record. When a ticket is created using Chime V5 the tag VTB2 will be assigned by default. The transcript of the chat session is added to the ‘Comments’ field and any screenshots are displayed inline.
