Add Automation rules to work items in a journey

Journeys give you the ability to create work items across different service and software projects projects. To further power these work items, you can create global Automation rules to perform specific actions.

For example, as part of an onboarding journey you may have a work item for welcoming a new employee to your organization. This may require an action such as sending out an email which you can create an Automation rule for. This allows you to create rules that only run in the context of a journey.

Only site admins will be able to create global Automations rules.

Add an Automation rule to a work item

1. Select More options (…) on the work item you wish to add an Automation rule to.

2. Select Create automation rule.

3. Name your rule, and select Create rule.

   1. This will open a new tab in Automation with a rule for you to finish configuring. The rule template provided comes preconfigured with an example action ‘Add comment’ that can be updated.

4. Once you’ve configured your rule, select Turn on rule.

   1. Even though this rule is enabled, it won’t be triggered until you’re journey is published and active.

5. Navigate back to your journey to see the Automation rule connected to that work item.

Remove an Automation rule on a journey

1. Select Expand (V) on the work item you wish to view your Automation rules on.

2. On hover, select Remove (X) next to the Automation rule.

   1. Once removed, this rule will also be disabled. To permanently delete the rule however, you’ll need to go to global Automation.