Automation rules

This section provides instructions on how to set up automation rules.

Add your own ‘WHEN’ triggers, ‘IF’ conditions and ‘THEN’ actions to set up automation rules.

Accessing configuration

Steps

1. Navigate to Projects at the top of the screen.
2. Select which service project you want to configure.
3. By using the service project sidebar, select Project settings.

4. Access Legacy automation.

5. Click Add rule.

6. The New automation rule dialog box appears. Select Custom rule and click Next to confirm your choice.

Result

You’ll be redirected to the view with the automation rule customization.

Info

Click Tips for customizing this rule to see how you can create your own automation.

Configuring automation

Steps

1. Give your automation rule a name.

2. Optionally, you can add a description of your rule.
3. Configure your automation rule by defining ‘WHEN’, ‘IF’ and ‘THEN’.
4. Click Save to store you configuration.

Defining ‘WHEN’

1. Click Add a trigger. The Edit WHEN dialog box will appear.
2. Click Add trigger.
3. Select Issue created from the list.
4. Click Add.
   

   

Defining ‘IF’

1. Click Any items. The Edit IF dialog box will appear.
2. Click Add condition.
3. Select Reporter Language from the list.
4. Click Add.
5. Choose the language, in our example: German.
6. Click Confirm.

   

Defining ‘THEN’

1. Click Add an action. The Edit THEN dialog box will appear.
2. Click Add action.
3. Select Assign User to Issue from the list.
4. Click Add.
5. Select User Key.
6. Click Confirm.

   

To add a next action:

1. Click Add action.
2. Select Add request participants from the list.
3. Click Add.
4. Select Users from the list.
5. Click Confirm.
   

   

Result

Your configuration of automation is added and you can use it.