Automating Service Ticket Flows

Manually creating service tickets in Serve is the simplest way to use Serve. You can take your service management to the next-level by using Flow Processes to automate the Service Ticket lifecycle. In this article, we’ll go over:

How to create Service Tickets from Processes
How to create Service Ticket Tasks from Processes

Let’s dive in!

Creating Service Tickets From Processes

In the Process Editor, navigate to the Step Library on the right. Then, click on the Service Tickets dropdown menu item. This will show two steps: Create Service Ticket and Create Service Ticket Task.

Let’s go over each of these:

Create Service Ticket enables you to have a Service Ticket automatically created within your Process flow
Create Service Ticket Task enables you to have a Service Ticket Task associated to a given Service Ticket created within you Process flow

Details regarding configuration fields for each of these Process steps can be found in this article.

And that’s it! Once you create a process with these steps and have it execute to a point where it reaches these steps, Flow will automatically create service tickets, add new tasks to existing tickets, or create new tickets if a task is generated without an assigned ticket. All these tickets will then show up in Serve for your team to work on or further automate.

Soon, more operations can be performed on Service Tickets using Symphona’s Public APIs.