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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Getting Started Guide > Ticket automation > How ticket automation works

How ticket automation works

Created by Melanie Boyd, last modified by Melanie Boyd on Oct 11, 2016

Views: 115 Votes: 0 Revisions: 7

Automating ticket workflows is based on three principles: priority types, action rules, and tasks and task elements.

Priority types

Web Help Desk prioritizes tickets and sends automated email alerts to techs based on how you configure your setup parameters.

A ticket includes one of the following predefined priority types:

  • Urgent
  • High
  • Medium
  • Low

Each priority type includes adjustable alert levels to automatically escalate an email. Web Help Desk includes three alert levels, with level 3 as the highest severity. The Not Completed condition is considered more important than Not Updated, which is more important than Not Assigned. If alert levels include matching criteria, Web Help Desk uses the highest severity level.

Action rules

An action rule defines the action Web Help Desk automatically performs on tickets based on your predefined conditions. For example, you can use an action rule to:

  • Assign the ticket to a tech
  • Change the priority level of the ticket
  • Update the status of a ticket
  • Run a task
  • Modify a ticket
  • Send an email

Tasks

Web Help Desk uses tasks to create tickets. A task contains one or more task elements, and each task element provides settings for a new ticket. When the task runs, Web Help Desk creates a ticket for each task element, either sequentially or all at once, depending on the configured task. Tasks can run manually or automatically, at given intervals or based on specific criteria, depending on how you configure them. Tasks are especially useful for handling repetitive processes.

For example, if your HR department has a set of routine onboarding tasks to complete for a new employee, you can create a task called New Employee and define each task element required to help a new employee get started in their new position.

Related tasks can include:

  • Completing tax and insurance forms
  • Accessing network resources
  • Configuring a new computer system
  • Installing and configuring corporate and department-specific software

You can trigger a new task when required—for example, when you on-board a new employee. When you run the task, Web Help Desk generates a ticket for each task element. These tickets can be assigned to techs, who ensure each task element is completed.

Last modified
18:24, 10 Oct 2016

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