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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Create action rules for ticket processing

Create action rules for ticket processing

Updated July 18, 2016 

Action rules create customized processes for unique situations. You can create action rules that define when, what, who, and how issues are approved, tracked, assigned, and handled. Action rules create a customized process for unique use cases.

Using parent/child service relationships, you can configure your action rules to trigger tasks that automate your ticket processing.

Action Rule Info tab

You can use this tab to add an action rule name so it appears in the Action Rules tab at Setup > Processes > Action Rules. You can also:

  • Enable or disable the action rule.
  • Specify the priority level when included with multiple action rules.
  • Stop associated rules with a lower priority.
  • Trigger the action rule based on a set of criteria.

Criteria tab

You can use this tab to select the conditions that must occur before a ticket triggers the action rule. For example, to address service requests, issues, or problems initiated by the CEO, you can select Client > E-mail > Is equal to > CEO@email.com. When the ticket meets this condition, Web Help Desk triggers the action rule.

Action tab

You can use this tab to select the action that executes when the action rule criteria is met.

The Assign To action assigns the ticket to a specific tech or tech group. If you assign the ticket to a Tech Group, you can change the assignment algorithm to balance ticket processing during periods of high call volume. For example, you can select Load Balancing to assign a ticket to a tech within a tech group level with the least amount of assigned tickets. You can also select Round Robin to reassign the ticket assigned sequentially to a member of a tech group level. See Load balance action rules for ticket processing for more information.

The Add Approval Process action assigns the ticket to an approval process that you define at Setup > Processes > Approval Processes. When the action rule is triggered, the ticket is assigned to your selected approval process for review. For example, if your company requires approvals for all new corporate assets (such as new computers or laser printers), you can assign this action to an action rule for all service requests used for new asset purchases.

The Change Priority action assigns the ticket to a specific status based on the nature of the ticket. For example, if your CEO contacts the help desk to request an immediate action, you can create an action rule with Change Priority set to Critical so it jumps to the top of the ticket queue.

The Change Status action changes the ticket status to another status type based on the action rule.

The Run Task action triggers a task that you create in Setup > Tickets > Tasks. For example, you can set up a task called New Employee with task elements that include request types for HR, Facilities, and IT. These request types can include task elements for setting up employee health insurance, setting up a work environment, and purchasing a new computer. When a tech creates a ticket to onboard a new employee, the assigned action rule triggers the New Employee task.

The Shared check box in the task must be checked to enable an action rule.

The Modify Ticket action provides options to automatically modify specific information within the ticket, such as Client & Location, Ticket Details, and Tech Note tabs in the ticket. For example, you can create a new action that assigns all new employee onboarding tickets to a specific tech or request type.

The Send E-mail action sends an email to one or more specific recipients with a predefined subject and message to one or more recipients in your organization. For example, when you create a ticket to address a CEO issue, you can add an action to send an email to the director stating that the ticket is being processed and will be resolved as quickly as possible.

Add an Action Rule

Only one action rule can be executed at a time. The action rule priority determines the trigger order of all action rules.

  1. In the toolbar, click Setup and select Processes > Action Rules.
  2. Click New.
  3. Select a priority and enter a rule name.
  4. Select the Cascade check box to trigger all defined actions for a ticket.

    Do not select Cascade to trigger only the highest priority action.

  5. Select the rule triggering options to define when and how often Web Help Desk applies the action rule.
  6. Click Criteria.
  7. Configure the conditions that tickets must match to trigger the action:
    • Every condition in the All section must be true. If any condition is false, the action is not triggered.

      Web Help Desk evaluates these conditions using the Boolean AND operator.

    • The Any section defines a group of conditions. At least one of these conditions must be true to trigger the action, but they do not all have to be true.

      Web Help Desk evaluates these conditions using the Boolean OR operator.

    • If both sections include conditions, all conditions in the All section and at least one condition in the Any section must be true.

      Web Help Desk evaluates the two groups with a Boolean AND operator between the groups:

      (all_1 AND all_2) AND (any_1 OR any_2)

    • If no conditions are defined in the All section, at least one condition in the Any section must be true.

  8. Click Actions.
  9. Specify the action to take when the conditions are met.
  10. Click Save.
  11. (Recommended) To minimize errors, verify that the Action Rule Info, Criteria, and Actions tabs for all remaining action rules still contain valid selections.
 
Last modified
11:48, 27 Dec 2016

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