New Ticket Alerts to Teams

This workflow is ideal for:

• IT Support Teams: Those managing ticketing systems and needing to streamline notifications for new tickets.
• Dispatch Teams: Individuals responsible for assigning or responding to new tickets in a timely manner.
• Automation Enthusiasts: Users looking to automate repetitive tasks to improve efficiency and reduce manual intervention.
• Business Analysts: Professionals analyzing ticket trends and needing consolidated reports on new tickets.

This workflow addresses the challenge of efficiently notifying teams about new tickets in a ticketing system. By automating the process:

• Teams receive real-time alerts for tickets marked as New or New (email).
• It filters out tickets that have already been sent, ensuring that teams are not overwhelmed with duplicate notifications.
• Consolidates information about tickets from similar companies, making communication clearer and more organized.

1. Schedule Trigger: The workflow is initiated every minute during working hours (8 AM to 4 PM, Monday to Friday).
2. Get New Tickets: It fetches new tickets from the ConnectWise API based on specific criteria (e.g., status and board).
3. Add Filterable Parameter: Each ticket's ID is converted to a string and prepared for filtering.
4. Query Database: It checks Redis to see if the ticket ID has already been logged.
5. Filter Out Tickets that have already been sent: Tickets already processed are filtered out to avoid duplication.
6. Combine like Companies: Similar tickets from the same company are grouped together for concise reporting.
7. Teams to Dispatch: A message is sent to the Microsoft Teams channel, informing the Dispatch Team of new tickets, including relevant details.
8. Log in Redis: Finally, the ticket ID is logged in Redis to prevent future duplicate notifications.