{% extends "documentation/base.html" %}

{% block doc_content %}
<h1>Creating Tickets</h1>

<p class="lead">
  Use Run Checks to create new Autotask tickets or link existing ones to active runs.
</p>

<div class="doc-callout doc-callout-info">
  <strong>Where:</strong><br>
  Ticket actions are available in the Run Checks modal for admin/operator roles.
</div>

<h2>Before You Start</h2>

<ul>
  <li>Autotask integration enabled and configured.</li>
  <li>Customer has a valid Autotask mapping (<strong>OK</strong> or <strong>Renamed</strong>).</li>
  <li>Run is selected in Run Checks modal.</li>
</ul>

<h2>Create New Ticket</h2>

<ol>
  <li>Open Run Checks and select a run.</li>
  <li>Click <strong>Create</strong> (or <strong>Create new</strong> when previous linked ticket is resolved/deleted).</li>
  <li>Backupchecks creates ticket using configured queue/source/status/priority defaults.</li>
  <li>Ticket info is stored on the run and visible in the modal.</li>
</ol>

<h2>Link Existing Ticket</h2>

<ol>
  <li>Click <strong>Link existing</strong>.</li>
  <li>Search tickets by title/number.</li>
  <li>Select and confirm <strong>Link</strong>.</li>
</ol>

<p>Behavior:</p>
<ul>
  <li>Link propagates to all active (unreviewed) runs of the same job.</li>
  <li>Terminal/completed tickets are blocked from linking.</li>
  <li>Cross-company linking is allowed for overarching/shared tickets.</li>
  <li>Backupchecks attempts to post a note on the linked Autotask ticket.</li>
</ul>

<h2>Internal Ticket Relationship</h2>

<p>When Autotask tickets are created/linked, Backupchecks also keeps internal ticket linkage for consistent indicators and history behavior.</p>

<h2>Troubleshooting</h2>

<ul>
  <li><strong>No tickets found:</strong> verify customer mapping and search terms.</li>
  <li><strong>Link blocked:</strong> check whether ticket is terminal/completed.</li>
  <li><strong>Create fails:</strong> validate default queue/source/status configuration in settings.</li>
</ul>

<h2>Next Steps</h2>

<ul>
  <li><a href="{{ url_for('documentation.page', section='autotask', page='ticket-management') }}">Ticket Management</a></li>
  <li><a href="{{ url_for('documentation.page', section='backup-review', page='run-checks-modal') }}">Run Checks Modal</a></li>
</ul>
{% endblock %}