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Ticket Request Mapping

Procedures Definition > Ticket Request Mapping

A Ticket Request Mapping procedure sets the attributes of a ticket request, just before the ticket is created, including the desk definition used to create the ticket.

Ticket requests are created from either inbound emails or system events, such as alarm conditions. Incoming Email and Alarm Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

Note: See the Test Property Value of the Receipt command for details on testing the property values of ticket requests, including the source system event of the ticket request. This IF command is only available in a Ticket Request Mapping procedure.

Note: See Receipt Property Variables for a list of property variables that apply to ticket requests.