Release 5.19.0

Release 5.19.0 includes all changes of release 5.18.10: search over the buttons of a long list in the widget and the SLA start entry in the ticket history. New in 5.19.0 is a scenario event that fires when a ticket's subject changes.

Scenario Builder

New

• "Ticket subject changed" event. Start node → Internal Events, in the "Tickets" category, now has the "Ticket subject changed" event (ticket_subject_changed). A section with this event runs when a ticket's subject changes:
  • an operator changes the subject or picks one when closing the ticket;
  • the ticket is transferred to a skill group and takes that group's subject;
  • the "Update ticket" node, a custom action or an integration writes a new subject.
  • The scenario receives the old and new subject (id and name) and who changed it: an operator, a scenario or the system. This lets you, for example, sync the request type with an external system.
  • The event does not fire when the same subject is written again, and it does not apply to regular dialogs. See the internal events reference for details.
  • Nothing changes until you add this event to a section.