Learn how to succeed in your role as a service desk agent.
Advanced automation rule options
Choose rule options () in the rules configuration page to change the behavior of a specific rule. Go to Edit a preset automation rule to learn how to edit a rule.
Here’s a description of the advanced options available:
Run rule as
By default, rules run as the person who created the project. Alternatively, you can run rules as the user who triggers the rule. For example, if a rule responds to a customer, then you might want the comment to be from the agent who is working on the request, not from the person who created the project. In this case, you would want to set the Run rule as to User who triggered the rule. Make sure the person you choose has permission to complete all the actions taken by the rule.
To change the default run-as user, go to Automation > Configuration . Make sure the person you choose has permission to perform all the actions that you might try to automate in all your rules.
Triggered by other rules
By default, rules can trigger other rules. In some cases, you might need to disable this to prevent two rules from triggering each other infinitely.
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