Book a Demo

Activity feed (Comment)

The activity feed is used to display records related to a ticket in chronological order:

  • Comments (type: INTERNAL)
  • Correspondence, outbound messages (type: OUTBOUND)
  • Correspondence, inbound messages (type: INBOUND)
  • Events (type: TICKET_EVENT)

By default, the ticket displays a tab with all records. To display records of a specific type, select the corresponding tab.

Comments

  • Comments are used for user collaboration on a ticket and for storing additional information. The comment input field (body) is a WYSIWYG editor. Files can be attached to a comment; they are uploaded to comment attachments . A created comment can be edited or deleted.

  • When a reply to a comment is created (Reply button), the quoted text of the original comment is placed in the comment input field (body).

Correspondence

  • Correspondence lets you send email messages from a ticket.

  • Message recipients can be selected from the address book (from system users) or entered manually.

  • When an outbound message (OUTBOUND) is created, the email subject is generated automatically in the format Prefix#Ticket_number. The prefix value (default — Ticket) can be overridden in the application.ticket-number-prefix configuration parameter.

  • When you open the Correspondence tab, the system displays all signature templates (artifacts of type SIGNATURE) available for the current space (Workflow). When a signature is selected, the system renders the template and inserts the signature into the message body. Signatures are configured by the space (Workflow) owner or the system administrator in the Space artifacts section.

  • When you click Send, the message is validated, placed in the mail gateway queue, and then sent asynchronously.

Events

A ticket event is a recorded action or state change that occurred during the lifecycle of a specific ticket .

Event sources

  • Creation of a new ticket . The system generates a TICKET_CREATED event (A new ticket was created). A message about the created ticket is sent to the space (Workflow) owner, as well as to the owner and the responsible user (if they are assigned).

  • Update of an existing ticket. The system compares ticket fields and, depending on the changes, generates events: TICKET_RESPONSIBLE_ASSIGNED (responsible user assigned), TICKET_OWNER_ASSIGNED (owner assigned), TICKET_DUE_DATE_CHANGED (due date changed), TICKET_STATE_CHANGED (status changed), TICKET_PRIORITY_CHANGED (priority changed), TICKET_BODY_CHANGED (description changed).

  • Creation of a new comment . The system generates a COMMENT_CREATED event (Comment created).

  • Creation of a new task . The system generates a TASK_CREATED event (Task created).

  • Completion of a task . The system generates a TASK_COMPLETE event (Task completed).

  • Execution of a business action on a ticket. The system generates a TICKET_ACTION event.

Event storage

  • The generated event is placed in the event queue and stored in the feed with type TICKET_EVENT.

Notifications about events

The system processes the event queue according to the following algorithm:

  • The message recipient is determined. For a TICKET_CREATED event, the space (Workflow) owner is notified, as well as the ticket performer and owner (if assigned). For events of other types, only the ticket owner and performer are notified. Users who initiated the event themselves do not receive a notification about it.
  • A message template is searched for where the template key (definition.key) matches the event type.
  • Message creation: the template is rendered and the message subject is formed.
  • The message is placed in the mail gateway queue and then sent asynchronously.