Automation Rules

Rule name

Internal name explaining what the rule does.

When

Choose the triggering event:

• Ticket is created
• Ticket is updated

Condition

Supported condition fields include:

• Priority
• Category
• Status
• Subject contains

Condition value

Value the ticket must match for the rule to apply. For Subject contains, enter the text to search for.

Action

Supported actions include:

• Assign employee
• Set priority
• Set status
• Set due time (minutes)

Action value

Value required by the selected Action. For due time, enter the number of minutes. For assignment/status/priority, enter/select the value expected by the rule form.

Order

Controls evaluation order when multiple rules exist.

Design advice

Keep automation rules simple and non-conflicting. Test a new rule with a sample ticket before relying on it for live routing.