Link ticket and article


#1

Hello everyone,

I am trying to find a way to link articles to tickets. I have a custom field for tickets, “category”, which has to be manually assigned. I want to have the same custom field for articles and link the articles to the tickets this way. For example, when someone manually assigns a category to a ticket, let’s say “category 1”, I want the article with category “category 1” to appear. Is there a way to create this mapping?


#2

I assume you’ve discounted just linking the article to the ticket using the “New Links” section of a ticket’s Link menu?


#3

Yes I know that function. But my aim is to link article to ticket automatically. I want the article with the same category to show up when a category is (manually) assigned to a ticket. The user should not have to manually link the articles to every ticket. Is it possible? Can I use SLA for this purpose?


#4

Is there a 1:1 mapping of categories to articles?


#5

It should be possible to write a scrip that checks for when the custom field ‘category’ is set on a ticket to also add a link to article X.


#6

Yes, I was just wondering if the category in the ticket would lead to a single article, or whether it would be multiple articles. But a scrip was what I was thinking as well. It would need to be able to unlink the artcles(s) from the ticket if the category was changed as well.


#7

Thanks for your comments, it helped me a lot. Yes map between article’s category and ticket category is 1:1.

I managed to write a scrip with a working condition (namely when a category is changed).
However, I have a few issues with the action part. I want to add a link to an article based on the new value of the category field. This would work as follows:
In the tickets, I have a customfield called ‘Category’ with several custom values. For each of these values there is a name and an ID.
On the other hand, for the articles I also have a customfield called ‘Category’ , which is just a name.
Now whenever a category of a ticket is changed, I would add a link to the article with the same category as the new value of the category of the ticket.

The AddLink method can be used to create a link from the scrip of a ticket to the article of my choosing. However, when I create this link, the article parameter is given by ’ a:[id]’ , where [id] is the id of the article. At this point, I have managed to retrieve the new value of the category of the ticket, but I do not know how to retrieve the id of the article with the same category.

This is the code I used to retrieve the new and old category values.
my $oldcat= $self->TransactionObj->OldValue;
my $newcat= $self->TransactionObj->NewValue;