The most recent content from our members.
I have automation rules that seem to have stopped running consistently. Is there a way to trigger them manually for testing?
It would be better if we able to write multiple keywords in the automation workflow condition so that single workflow should be use to perform multiple operations.
I would love to see a Time Based Condition in Automations so that we can only have certain automations run on specific days during specific times. This would allow us to have Critical tickets send emails out for afterhours support and not during the work day. Couple of screen shots below for an example. allow automation to…
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.
Currently the only automation option to add information in the ticket is to Append or Prepend the original request details. Feature request is to have the option of adding a Public or Hidden comment to the ticket inline with the thread. To use as automatic notes for technicians or automatic responses to the requester.
When forwarding a ticket from one Service Provider to another in ESM, using an automation in the receiving Service Provider to auto assign to a queue or agent is currently not supported. Please allow this function so forwarded tickets can be auto assigned without manual intervention.
Use case - We have an automation rule which runs that sends a reminder notification back to the Agent after 3 days of no comment. Issue - if the last comment was on a Thursday, the automation should not count the weekend as those are excluded in our business hours. Today, while Business hours can be applied to Conditions…
I am trying to use custom fields in an automation rule but they don't seem to work. Use Case: We have a catalog request template for new hire onboarding. We would like to append the employee's name to the generated catalog request. When we try to reference the custom field names, the request name just gets updated the…
Automation rules stacking/triggering other rules. Automation Rule #1 has a scope & trigger event which fires an action. . . . based on that action, Automation Rule #2 then triggers due to it's scope being the action of #1. Example; if 1 rule is programmed to update the assigned to, the state & the priority of a ticket. and…
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