Automations
Automations are rules that do routine work on cases: route them to the right unit, add labels, set priority, assign someone, and escalate cases that wait too long. Each rule says when it runs, which cases it's for, and what it does. With Change Management or Problem Management on, rules can also run on changes and problems. You manage them under Settings → Automations.
How a rule is built
A new rule first picks what it runs on: Cases, or, with their plugins on, Changes or Problems. That decides its triggers, conditions and actions; the rest of this page is about rules on cases until Rules on changes and problems.
Trigger → Cases in the rule's unit → Conditions → Actions → Next rule
Conditions → Next rule: the case doesn't match
Actions → Run ends for the case: Stop here is on
A rule reads as a sentence, and the editor shows it In plain words as you build it: "When a case is created in Support, if subject or message contains any of "outage", then set priority to Urgent."
- When: the trigger, and For cases in: a unit. The rule only sees cases in that unit and the units below it, never anywhere else.
- If: conditions. With more than one, choose All match or Any matches. Without conditions, the rule applies to every case in the unit.
- Then: one or more actions, in order. Stop here makes later rules skip the cases this rule acted on.
A rule has a Name and an optional Description, for whoever reads it next. It can have up to 20 conditions and 1 to 10 actions.
In this section
- Triggers and conditions: When a rule runs, and what it checks.
- Actions: What a rule can do.
- Rules on changes and problems: Automations for Change and Problem Management.
- Testing, order and history: Suggestions, testing a rule, order and stopping, and what rules did.