Ticket Actor

The Ticket Actor in Hantera provides a flexible and dynamic model for handling various types of requests, inquiries, or support cases. Its adaptable nature allows you to tailor tickets to fit a wide range of applications, from customer support issues to internal workflow processes.

By combining the Ticket Actor with the sendMessage effect in rules, you can automate actions such as generating returns and processing refunds upon ticket completion.

Key Features

• Dynamic Data Model: Customize ticket fields to capture the specific information required for different scenarios.
• Versatile Applications: Utilize tickets for customer inquiries, support cases, returns, refunds, and more.
• Integration with Rules: Automate processes by emitting messages and triggering effects based on ticket events.

Rule Hooks

Related Rule Hooks are:

• OnTicketBeforeCreated
• OnTicketCreated
• OnTicketCommands
• OnTicketComplete
• OnTicketRejected

Examples

Create return of related order lines upon ticket completion

rmaCompletion.rule

param input: OnTicketComplete

from match
  when input.typeKey == 'rma' |> effects.sendMessage {
    path: 'order/{input.ticket.dynamic->'orderId'}'
    type: 'applyCommands'
    body: {
      commands: [input.ticket.items select ticketItem => {
        type: 'createReturn'
        orderLineId: ticketItem.dynamic->'orderLineId'
        quantity: ticketItem.dynamic->'quantity'
        refundFactor: 1
      }]
    }
  }