Automation

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.