Streamline support-to-engineering handoffs with automated Snap-Kit templates.

Creates part-specific Snap-Kit templates during triage, triggered by ticket stage and support group validation.

This snap-in automates the creation of a Snap-Kit template when a ticket reaches a specific stage, streamlining the handoff from support to engineering. When a ticket moves to the configured stage and meets the defined conditions, a Snap-Kit template is generated with all required triaging information. This ensures that the ticket is handled by the right team and helps speed up resolution through better collaboration and readiness. Note: The automation depends on the accurate configuration of group IDs and uploaded template data for correct behavior. It also validates the CSV being passed by checking the question headers in the format of question1, question2, question3, etc., for each part identified by its display ID (in the format of part_name or part_id). Each part must have a corresponding set of questions defined in the correct format. If a part does not have the required question set in the CSV, the snap-in will instead use the default questions saved in the snap-in’s configuration. Features
  • Automated Snap-Kit Generation Automatically creates a Snap-Kit template when a ticket transitions to a specific stage and satisfies configured conditions.
  • Support Group Validation Works only when both the "Modified By" and "Owned By" users belong to the specified support group.
  • Dynamic Question Loading Questions are pulled from the uploaded Excel sheet based on the part in the ticket.
  • Easy Template Management You can update the required questions by modifying the Excel file and uploading it using the /upload_templateslash command in the Discussion tab of the snap-in (inside this snap-in, if you click on the Event tab, you can run this slash command).
Installation During installation, the following options can be configured:
  • The ticket stages where Snap-Kit templates should be generated.
  • Ticket subtypes that should trigger template creation.
  • Group ID to validate the user who last modified the ticket.
  • Group ID to validate the current ticket owner.
  • Addition of default questions.
  • A slash command (/upload_template) to upload the Excel file with part-specific required fields.

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