Workflow Conditions and Actions

Below is a list of all conditions for each trigger type, an explanation of what the condition does, as well as a description of all available actions.

All actions and updates applied to tickets must be set explicitly: 1 action = 1 task. If there needs to be additional tasks (i.e. assigning a technician to a ticket AND setting TicketStatus to 'Assigned') then additional actions are required.

Email Conditions

Condition Display Name Description
Contact Location Checks the Contact's location that is associated to the contact email address

Customer contains contract

 Checks if the selected Customer has a contract with the specified name
Sender Email Checks the email address of the sender
Email Body

Checks the body of the incoming email

Email Subject

 Checks the subject of the incoming email

When creating Workflow Rules for Email Subject or Email Body, make sure to use 'Contains' as the condition operator.
Customer Name Checks the Customer name
Sender Domain Checks the email domain of the sender of the incoming email
Monitored Mailbox Email Address Checks the email address of the monitored mailbox. This is used to only process messages from a specified mailbox address, for example.
Program Level Name Checks the name of the program level

Outage Conditions

Condition Display Name Description

Asset - Description

 Checks the Asset Description associated to the incoming outage
Asset - Domain Checks the Asset Domain associated to the incoming outage

Asset - External IP

 Checks the Asset's external IP address that is associated to the incoming outage

Asset - Install Date

 Checks the install date of the Asset associated to the incoming outage
Asset - Location Checks the location name of the Asset associated to incoming outage
Asset - OS Type Checks Asset OS Type associated to incoming outage
Asset - Owner Checks the incoming outage's Asset Owner
Asset - Server role name Checks the Server Role Name of the Asset associated to the incoming outage
Asset - System type

Checks the System Type of the Asset associated to the incoming outage.

The system type in RMM is determined by the Servers tab, the Workstations tab or the Type Columns for Network Devices.
Asset Class Checks the incoming outage's associated Asset Class and compares the Asset Id to determine if the Asset Class is located in the drop down menu of the condition builder
Asset Class Name Checks the name of the Asset Class associated to the incoming outage
Asset Location Address 1 Checks the primary Location address of the Asset which is associated to the incoming outage
Asset Location Address 2 Checks the secondary Location Address of the Asset associated to the incoming outage
Asset Location City Checks the city of the Asset associated to the incoming outage
Asset Location Zip code Checks the Zip Code of the Location of the Asset associated to the incoming outage
Asset Status Checks the Asset Status name associated to the incoming outage
Assigned Service Item Checks if the Service item with given name exists in many-to-many table that stores associations between assets and service items
Check Category Name Checks the Category Id of the Asset associated to the incoming outage
Customer has Service Item Checks if the customer to which the incoming outage is associated has a Service Item with specified name
Customer Name Checks the name of the Customer to which the incoming outage is associated
Customer Since Checks the Created Date of the customer to which the incoming outage is associated
Customer Status Checks the status of the customer to which the incoming outage is associated
Location - State Checks the state in which the Asset is located
Outage - Description Checks the description of the incoming outage
Outage - Created Date Checks the creation date of the incoming outage
Outage - Subject Checks the subject of the incoming outage
Previous Ticket - Closed Date Checks the Closed Date of previous tickets associated with prior outages
Previous Ticket - Date of Last Activity Checks the last updated date of previous tickets associated with prior outages
Previous Ticket - Details Checks the details of previous tickets associated with prior outages
Previous Ticket - Opened Date Checks the opened date of previous tickets associated with prior outages
Previous Ticket - Title Checks the title of previous tickets associated with prior outages
Program Level Checks the name of the customer's program level associated to the incoming outage

Portal Ticket Request & Easy Ticket Request Conditions

Condition Display Name Description

Contact Email Address

 Checks the Contact's email address that is associated to the Ticket Request
Contact Location Checks the Contact's location that is associated to the Ticket Request
Ticket Category Checks the Ticket Category of the Portal Ticket Request. This is only available for Portal Ticket Requests, as there is no way to determine the Ticket Category for Easy Ticket Requests

Ticket Request Details

 Checks the details of the ticket request

Ticket Request Title

 Checks the title of the ticket request

Actions

Action Name Description
Set Property

Sets property of the created ticket to one of the available options:

  • Priority
  • Ticket Status
  • Is Taxable
  • Is Billable
  • Description
Create Ticket This is the default action for all workflows
Assign Technician

Uses Ticket Routing rules to assign a technician to the created ticket

When applying this action to a workflow rule, make sure to also add the Set Property Action, edit the Action, click the Property drop-down menu and select Ticket Status, then set the Value to Assigned.
Assign Service Plan

Assigns a service item by one of two methods:

  • Default Service Item of customer (if configured)
  • Selected Service Plan - assigns a service item which was created using the selected Service Plan. (If the service item that was created by the selected Service Plan is not found, the action does nothing)
Assign Contact

Assigns a Contact to the created Ticket. There is a primary and secondary method of finding and assigning a contact. If the primary option fails, the secondary method is applied.

  • Contact which created Ticket Request - Customer contact that initiated the ticket request
  • Default Customer Contact - if the default Contact for the customer is configured, it will be assigned
  • Named Contact - finds specified contact by email address
Assign Queue Assigns the ticket to the selected Ticket Queue
Do Not Create Ticket

Overrides the Create Ticket action
Set Ticket Issue Type

Assigns the selected Ticket Issue Type and Sub-Issue Type to the ticket
Delete Ticket Request

Deletes Ticket Request.

For example: Your company does not want any tickets created for requests from a specific email address:

Condition : Sender Email Address contains 'Email@domain.com'

Action: Delete Ticket Request

To ensure that Ticket Requests are deleted by a workflow rule, add a Do Not Create Ticket action BEFORE the Delete Ticket Request action.

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