To create a custom automation rule:
From your service desk project, select Project settings () > Automation.
Select Add rule.
Select Custom rule from the list and then select Continue. The rule configuration screen appears.
Configure your rule by selecting and defining the fields under the sections When this happens..., If these match..., and Then do this... fields.
You can add an optional Otherwise, if these match... set of conditions and associated actions (Then do this...) by selecting Add Branch. See the table below for the available options.
Select Save and you're all set.
You can have up to 30 automation rules. Each rule can have up to 30 branches.
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