Create tickets for RMM outages with assigned queue and contact

Use the following steps to build a workflow that automatically creates tickets for N-sight RMM outages and assigns them to the appropriate queue and contact.

Set conditions

  1. In the Condition section, select Outage > Subject.
  2. Set the operator to contains.
  3. Enter the specific text that should be matched in the outage subject.

Define actions

  1. In the Actions section, add the Create Ticket action.
  2. Add another action: Assign Queue.
  3. Select Edit next to the Assign Queue action, choose the appropriate queue, and save the action.
  4. Add another action: Assign Contact.
  5. Select Edit next to the Assign Contact action and choose the primary and secondary methods that will be used to assign a contact:
    • Use Default Customer Contact: Assigns the contact labeled as the primary point of contact (POC) for the customer.
    • Use Default Location Assigned Contact: Assigns the default contact for the customer’s location.
    • Named User – Enter a specific email address.
  6. Save the action.
  7. Save the rule to apply the new conditions and actions to the workflow.