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Knowledge Capture Actions uses Article Labels to perform actions in tickets once a Help Center article is added by an agent via Knowledge Capture or Knowledge Share.
The Article Labels are constructed out of two parts:
- Action – This selects the action the label will create
- Identifier – This selects the item ID or tag
The Knowledge Capture Actions Label that you want to use should be added to a Guide Article.
Tag examples
| Label | Description | Can be applied multiple times? |
field_12345_random_value |
Set the Custom Field with the Field ID 12345 to the value with the tag random_value
|
Yes |
form_12345 |
Set the Ticket Form to Ticket Form ID 12345 | No |
group_12345 |
Set the Ticket Group to Group ID 12345 | No |
assignee_12345 |
Set the Ticket Assignee to User ID 12345 | No |
tag_random_tag |
Add the tag random_tag to the ticket |
Yes |
macro_12345 |
Apply Macro ID 12345 to the ticket | Yes |
Some Labels can be applied multiple times to Tickets when for an example different tags need to be added to a Ticket or multiple Custom Fields has to be set.