TICKET Block

The Ticket Block is a backend block that connects your workflow in Studio with the Matter Management (MM) product. It lets workflows create or update tickets on your company’s boards. The block has no dedicated end-user UI (similar to the Database block) and is located under Connectors in Studio.

Availability & Location

1. Found under Connectors in Studio.
2. Requires access to the Matter Management (MM) product.
3. Any Studio user with access can select from any board within their company domain.

What the Ticket Block Can Do

1. Create a ticket in a selected board when the workflow passes through the block.
2. Update an existing ticket by referencing its variable attribute.

Properties

Each Ticket Block has the following properties:

1. Ticket Variable - The ticket’s UUID (referencable in Studio).
2. Ticket ID - The human-readable Account Ticket ID (e.g., #1, #2).
3. Ticket URL - Direct link to the specific ticket in Matter Management.
   1. Note: Non-agent users will be routed to the Requester View of the matter.

Create Ticket

Creates a ticket in the nominated board when the end user passes through the block. 

1. Subject - Select a variable of type TXT, TXT input, or PARA. If left blank, it defaults to the workflow name.
2. Message - Select a single variable of type TXT, TXT input, or PARA. If provided, it is appended to the Conversation thread. If left blank, nothing is appended.
3. Attachments - Select one or more file variables from the workflow (e.g., document/file upload inputs). All workflow upload types are supported.
4. Custom matter fields - You can map workflow variables to any supported field type defined by the selected layout.

Workflow Preview vs Live Runtime Creation

1. Preview (Studio): Ticket is created with {TEST} prefixed to the subject.
2. Live: Ticket is created normally (no prefix).

Update Ticket

Use the Update ticket function in the same Ticket Block to modify an existing ticket instead of creating a new one.

How to Target the Ticket

Reference the Ticket Variable (UUID) output by a prior Ticket Block.

What You Can Update

1. Custom matter fields - You can map workflow variables to any supported field type defined by the selected layout.
   1. Note: Select fields individually; if a value does not meet constraints, it will be ignored and the existing field value remains unchanged.
2. Attachments - Select one or more file variables from the workflow (e.g., document/file upload inputs). All workflow upload types are supported.

Non-Destructive Updates

Choosing None for a field leaves the existing value unchanged; it does not overwrite anything.

Notable Behaviour

1. Validation Behaviour: If a workflow input does not meet ticket field validation (e.g. a number outside an allowed range), the value is still captured and the validation is ignored. Ticket creation still proceeds. This is to reduce the friction to the end user of the workflow who can not adjust/update the workflow to resolve the error.
2. Notifications:
   1. No notifications are triggered by default on ticket creation.
   2. Configure notifications via the Email Block within the workflow.
   3. Exception: The requester is notified when assigned.
3. Archived Matter Layouts: If a workflow runs through a Ticket Block that points to an archived or missing layout, the workflow continues without error and no ticket is created or updated.

FAQs

1. Do I need to fill all fields?
   1. No. Subject, Message, Attachments, and all custom fields are optional.
2. What happens if Subject is blank on create?
   1. Subject defaults to the workflow name.
3. Can I add multiple attachments?
   1. Yes. You can reference multiple file variables; all workflow upload types are supported.
4. Will I get a notification when a ticket is created?
   1. Only if you configure notifications via the Email Block (except for requester assignment notifications).
5. What if my value doesn’t meet a field’s constraints?
   1. The validation constraint is ignored and the value is inserted upon creation or update.
6. How do updates avoid overwriting data?
   1. Only the fields you explicitly set are changed. Selecting “None” leaves the existing value as-is.