Conditions based off of Incident Tags

Kyle.Wellcome@LHFS.com

Hello!

We have several different groups handling Tier 2 incidents, depending on what the Subcategory is, it'll be auto-assigned a tag "Tier2 - Group1, 2, etc.", when Tier1 escalates, we'd like automation to auto-assign to the proper Tier 2 group if possible.

Automation Example:
The Incident state is updated to "Escalate"

And the incident has a tag of "Tier2 - Group1"

Action: reassign to Group 1.

Then we would have the same process for Group 2, 3 and so on.

I'm sure using tags, much like keywords as a condition could be helpful in several different applications.

Thanks!

mathan

Another example would be if you have a long list of OR conditions to determine where to put a ticket (site == a or t or x or.... ) you can test for true and apply the tag, and only have to make that rule once because from that point on you can simply test for the tag