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The automation group has features that act to perform some activities based on the pre-defined conditions. It includes workflow, SLA, notifications, schedules, etc. In this system, you can automate the following things:

  • Workflow: The workflow evaluates the conditions and performs actions assigned against them.
  • SLA: The SLA defines a timeline to close the request, problem, and change tickets.
  • Approval Workflow: The approval workflow triggers the approval requests when a technician asks for approval. The workflow here uses conditions to match which workflow should trigger.
  • Event Notifications: The event notifications tab has the templates for all types of automatic notifications sent by the system. Here you can manage the content of the templates.
  • Auto Assignment: The auto-assignment assigns the requests to the technicians.
  • Scenario: The scenario is a manual workflow that triggers when a technician clicks on the ‘Execute’ button.
  • Incident Schedules: The system automatically creates new requests at a given interval of time periodically.
  • Task Schedule: The system automatically creates new tasks at a given interval of time periodically.
  • Integrations: The Integrations help in third-party client support using the REST API and Plugins.
  • Smart Suggestions: Smart Suggestions help to provide suggestions to the requesters or technicians while configuring category or technician group for the request.
Automation Menu
Automation Menu

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