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Automation Rules -- Cookbook

Jrigley

I have been heavily involved with the automation rules at my organization for SWSD to help reduce the tasks that could be automated. I wanted to start a discussion thread to share what automations others have put into place. I will probably post more of these as I have time, but here is one that is simple, and I really like.

Closed / No Contact State. -- Out of the box I noticed there is no option to close a ticket that no longer needs communication or response. A common use case for us are things like duplicate tickets, phishing notifications, or AD reports that Help Desk needs to look at where this is no actual user involvement.

1. I created a new State called "Closed - No Contact"

2. Created a new category called "No Contact Closure" for reporting purposes.

3. Made sure that the category is "No Contact Closure" is not set to send a survey within Service Desk Settings > Default Survey Delivery Settings. 

4. Checked Notifications to be sure that a closed status doesn't send a notification.

5. A) Trigger: Object Updated

B) Scope: Incident / Service Request

C) Conditions: Value updated to / State (Closed No Contact)

D) Actions: Change Category: No Contact; Change State to Closed.

Parents

  • We've recently lost our change manager, so I've been working to streamline a lot of the activities this role performed. I've added the following automation around Change Management:

    • Send email x hours past 'Planned end date' to requester and assignee as a reminded to either close the change or amend the 'Planned end date'
    • Close change and mark as 'Change Incomplete' if the previous email has been ignored, if change is still open x hours past the 'Planned end date'
    • Send reminder to Assignee, Requester, and Change Approval group if Change is still pending x hours past creation date\time. Unfortunately I couldnt work out how to send multiple reminders at different intervals until approved using the same automation.
  • in reply to lujoki
    lujoki said:
    Send reminder to Assignee, Requester, and Change Approval group if Change is still pending x hours past creation date\time. Unfortunately I couldnt work out how to send multiple reminders at different intervals until approved using the same automation.

    Hello lujoki,

    Here is what I came up with for you. I don't work for Solarwinds so I suggest testing before implementing. 

    Create a time based Automation, with an OR operator between the time based conditions, then an AND operator for the Condition for the State of the ticket (In our instance the value is 'opened' when a change ticket has been created, and not approved or declined yet). You may have to create multiple automations for different intervals but this is what I came up with as a multiple time based condition within one automation. I think you may get the general idea after tweaking it to your specifications. Also, I included a Action of an Ad-Hoc email, however if further customization is needed then go the general template route.

    Hope this helps.

  • in reply to Jrigley

    Thank you... i had tried this originally but didnt have any joy. I'll try again Slight smile Maybe I missed something

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