Ticket Actor

The Ticket Actor in Hantera models and tracks long-running business transactions such as shipments, requests, inquiries, and support cases. It is a Custom Actor which allows you to customize 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.

Ticket is different from Asset because Ticket actors exist in states and can be marked as completed.

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.
• State Transitions: Tickets exist in different states including open, rejected, and completed.

Quick Start for Ticket Actors

Follow these steps to create and work with new Tickets.

1. Define a Ticket type

2. Create an instance of an Ticket

3. Modify instances of Ticket types

Ticket Rule Hooks

Related Rule Hooks for Tickets are:

Name	Discount	Rule	Reactor
OnTicketBeforeCreated
OnTicketBeforeDeleted
OnTicketCommands
OnTicketComplete
OnTicketCreated
OnTicketDeleted
OnTicketRejected

Example: Process a Ticket Completion

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
      }]
    }
  }