Solved

Dispatch'r not working with Service Request (Ticket)

Hello, 


we are currently trying to auto-create a change using a sevice request.

(by the way this would be a nice build in funktion)


Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag.


The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket)


any suggestions. 


For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)

1 Comment

Hello Hannes,


Hope you are doing well.


Ideally, we should be able to create a change by triggering a Webhook while creating a SR from the Service Catalog. We need to check the specifics of your configuration so that we can analyse the root cause behind this.


We shall convert this topic in to a ticket and we will get back to you with an update shortly!


Let me know if you need any clarification!


Many Thanks!

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