Ticket events

Optional track — a minimal introduction to tickets_created events and TFR/TTC escalation. Event configuration is in Settings; the scenario is a placeholder template.

Required permissions and access

Module / setting	Why you need it
Scenario Builder	Placeholder section with an alias
Settings → Tickets / Events	`tickets_created` events, escalation
Use Case 10	Ticket create to trigger the event
Runs	Verify alias entry

Business context

After a ticket is created or when SLA changes, the platform can:

send a notification (channel, email — per instance configuration);
start a scenario section by alias;
escalate TFR/TTC.

The integrator prepares the scenario template; event rules are configured in Settings → Tickets / Events (when you have access).

Expected result

Placeholder section with an alias (e.g. training_ticket_created)
Understanding the chain: create ticket → event → alias / notification
Self-check: alias in Runs; link to Settings documented
Minimum: not a full webhook configuration in training

Event types (overview)

Event	When it fires	Typical scenario response
`tickets_created`	After ticket create	Confirmation to the customer / internal note
TFR escalation	First reply overdue	Reminder (SLA alias)
TTC escalation	Time to close overdue	Escalation, connect

→ Configure tickets

Architecture

[Use Case 10 flow]
   action_tickets_create (success) → ticket_id in Runs

[Settings → Events]
   tickets_created → alias: training_ticket_created
                  → (optional) notification channel

[Scenario]
   [Alias: training_ticket_created]
      → MessageKeyboard "Thank you! Ticket №{{ticket_id}} is being processed."
      → End

Step-by-step implementation

Step 1. Placeholder section in the scenario

New section sec_ticket_created.
Alias entry: training_ticket_created.
MessageKeyboard:

Parameter	Value (example)
Text	“Your request is registered. Number: {{ticket_id}}. We will notify you about status changes.”

Note: the ticket_id variable is available if the event passes ticket context — on the training instance, check the actual constants in Runs after the trigger. If ticket_id is empty in this section — use static placeholder text.

Edges: End.

Step 2. Self-check alias in Runs

Step	Action
1	Runs → start via alias `training_ticket_created`
2	Confirm: section runs, no duplicate aliases
3	Audit: unconnected edges = 0

Step 3. Chain with Use Case 10

Complete Use Case 10 — create a ticket.
In Runs, record ticket_id after success.
Describe in results-template.md:

Create success (Runs) → [Settings Event tickets_created] → alias training_ticket_created → MessageKeyboard

If the event in Settings is not configured — self-check is limited to steps 1–2 (scenario ready; event binding is done in Settings when you have access).

Step 4. Settings → Events (overview)

If the section is available in the menu:

Settings → Tickets / Events (name may differ on the instance).
Event tickets_created → target: alias training_ticket_created and/or notification.
For TFR/TTC — see SLA alias.

Out of training scope: step-by-step SLA calendar setup, email DNS, Telegram channel webhook at the infrastructure level.

Step 5. Notification vs scenario alias

Mechanism	Who configures	Integrator self-check
Alias → section	Alias in scenario + Events in Settings	Runs via alias
Notification channel	Settings / Instance	Check access to settings
Confirm only in create flow	Use Case 10 success edge	Already covered by the core track

Troubleshooting

Symptom	What to check
Event does not call the section	Event active; correct bot; scenario published
`ticket_id` empty in alias section	Event context; fallback text without a number
Duplicate messages	Create success edge + event — do not duplicate the same text without need
tickets_created does not work	Alias spelling; Settings vs Runs

→ When it is not the scenario

Self-check

Alias training_ticket_created exists; Runs via alias OK
Chain create → event → alias described (even if Settings is not configured)
You understand the difference between TFR/TTC escalation (1 sentence each)
Use Case 10: ticket_id in Runs after create
Result template: optional track “Ticket events” marked

Independent task

Combine the training_ticket_created placeholder with a short FAQ edge: “Request status” button → MessageKeyboard “Check number {{ticket_id}} with support”.