description Automate repetitive actions when moving request between statuses. Learn how to update custom fields automatically and more.

Rules help you streamline your service desk's process by automatically updating fields when you move requests through your workflowRead more about workflows in next-gen projects.

Currently, we have two rules available:

  • Automatically change a request's assignee

  • Automatically update a request's field

  • Restrict who can move a request

More rules are coming soon. Learn more about each rule.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Add a new rule to a transition

To add a rule to a transition:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow.

  4. From the workflow toolbar, select Rules.

  5. Select the rule you want to add from the list and click Select.

  6. Select the transition you want to add the rule to from the For transition dropdown.

  7. Fill out the required information to set up your rule, and click Add.

To see the rule in action, create a test request and move it through your workflow.

Edit a transition rule

To edit a rule on a transition:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow. The workflow editor appears.

  4. Select the transition in your workflow diagram. The transition details pane appears.

  5. Under Rules, click the card for the rule you want to edit.

  6. Make your changes and select Update.

Your newly edited rules are applied to your service desk when you save and exit the workflow editor.

Delete a transition rule

To delete a rule from a transition:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow.

  4. Select the transition in your workflow diagram. The transition details pane appears.

  5. Under Rules, hover over the card for the rule you want to delete.

  6. Click the Delete rule button.