Set up rules to automate repetitive tasks
Automation rules perform actions in your service desk based on specific triggers and conditions. For example, you can set an automation rule that alerts an agent when a high-priority issue is created. Or, your service desk can reopen an issue if your customer comments on it after its been resolved.
Available preset automation rules
See the preset automation rules your service desk comes with.
Add a preset automation rule
Quickly add a preset rule to automate the most common service desk tasks.
Edit a preset automation rule
Edit a preset automation rule to make sure the rule triggers and actions reflect the way your teams and customers work.
Create a custom automation rule
With a custom rule, you can automate any repetitive task specific to the way your team works.
When, if, and then statements
Learn what "when", "if", and "then" statements make up an automation rule.
Disable an automation rule
If you don't need an automation rule for now but want to use it later, you can disable it. You can always re-enable it later.
Debug automation rules in the log
If something unexpected happens with automation, you can check the logs to find out what went wrong.
Automation log details
Show the automation log details to learn why an automation rule didn't run when it was supposed to.
Advanced automation rule options
Configure the advanced options of an automation rule.
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