Create a custom automation rule in next-gen service desks

If the preset automation rules don’t quite cover what you need, you can create your own rules to automate tasks specific to your team.

You must be an admin to create a custom automation rule.

To create a custom automation rule:

  1. From your service desk project, select Project settings () > Automation.

  2. Click Add rule.

  3. Select Create a custom rule, then click Continue.

  4. Select + Add trigger, then choose a trigger and click Add.

  5. Select + Add action, then choose an action and click Add.

  6. Optionally, click Add condition, then + Add condition. You can add additional conditions after your first by selecting the + under your conditions.

  7. Click Save.

You can have up to 30 automation rules for each project.

Are you on the right help page?

If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

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