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Actors

Actors are individuals or groups who play specific roles in the ticket lifecycle. The system supports various actor types to track who is involved in different aspects of a ticket.

Actor Types​

  • Assigned To: The person responsible for resolving the ticket
  • Requested For: The person for whom the ticket is being created (the end beneficiary)
  • Watcher: People who want to monitor the ticket but aren't directly responsible
  • Submitted By: The person who created the ticket
  • Last Updated By: The person who most recently modified the ticket

Actor Integration in Layouts​

Actors can be added directly to layouts using the "Add special fields" option, making it easy to include them in your ticket interfaces.

Actor-Based Conditions​

Actors can be used as the basis for conditions at both field and layout levels:

  • Show or hide fields based on who is assigned to the ticket
  • Make sections editable only for specific actors
  • Require additional information when certain actors are involved

Actors