Add Checklist to Tickets

Follow the steps below to add a checklist from a template to all tickets after they get created.

Create a Token

Create a personal access token in the account you want to use to create the checklists in the tickets. Make sure the account has appropriate permissions. To create the token, go to the profile settings (user docs) by clicking on the avatar image (either image or initials) on the left bottom corner and select Token Access. Make sure that the token has ticket.agent permission and the user is able to change tickets in the groups you want to add the checklist to tickets.

Add Webhook

Create a new webhook with the following configuration:

  • Endpoint: https://{your.domain.tld}/api/v1/checklists (replace the value in {} with the domain of your Zammad)

  • Request method: POST

  • Authentication: Bearer Token

  • Bearer token: paste the token you created before

  • Custom payload: activate it and add the following snippet. Make sure to replace the value 1 for template_id with the ID of your checklist template.

{
   "ticket_id": "#{ticket.id}",
   "template_id": "1"
}

Create Trigger

Configure a trigger which invokes the webhook after ticket creation. In case you additionally want to narrow down affected tickets, just enhance the condition (e.g. by checking the group of a ticket or limit it for specific ticket titles). Have a look at the example configuration of a trigger for sending notifications. For this scenario, the condition could look like this:

  • Activated by: Action

  • Action execution: Selective

  • Condidions for affected objects: Action > is > created