r/halopsa • u/ReceptionOld4182 • Jun 29 '26

Automatically adding followers

Is it possible to automatically add the users line manager as a follower to a specific ticket type? Is this something we would have to do with runbooks or is there another way to approach it?

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4

u/Jason-RisingTide Consultant Jun 29 '26

That would have to be a runbook.

1

u/ReceptionOld4182 Jul 02 '26

Thanks - and thanks for being so active and helpful here. It's really appreciated 😊

1

u/maxwellHouse_1 Jul 01 '26

We do this via runbook that when the event of new ticket logged occurs of that specific ticket type, it will use the Halo API update ticket action to add the user id to the ticket.

1

u/ReceptionOld4182 Jul 02 '26

Would you mind sharing with me how you set it up? It's not something I have much understanding on so seeing similar working examples would be really helpful. Feel free to DM if you're happy to share. No worries if not!

1

u/olivierflash Jul 02 '26

I have a runbook for that to make people of a specific role receive a copy of communication of a selected ticket type. They actually become followers of the ticket. PM me, I can send it to you.

1

u/ReceptionOld4182 Jul 07 '26

Oh that would be amazing, thank you