Common Workflow use cases

Here are a few common ways that workflows can help to automate your ticketing process.

Suppress tickets for specific checks & outages

In order to suppress ticket creation for specific types of outages, make sure ticket routing is not enabled for RMM outages. Then create a Workflow for RMM Outage:

  1. In the Condition section, select the Outage > Created Date Attribute.
  2. Select '=' as the operator.
  3. Select Today as the value.

    4. Do not select the checkbox to Use Absolute Date.

  4. In the Actions section, select Do Not Create Ticket and save the Rule.

Assign emails from a specific domain to a target queue

Create a workflow for Incoming Email using the following conditions and actions:

  1. Select the Sender Domain condition.
  2. Select '=' as the operator.
  3. Enter the customer's specific email domain as the value for the Sender Domain.
  4. In the actions section, select Create Ticket and Assign Queue.
  5. Click next to the Assign Queue action, select a queue from the list and save the action.

Save the Rule to confirm the addition of the new conditions and actions to the workflow.

Mark tickets from a VIP email address as high priority

This scenario can be configured using 3 different workflow categories.

Create a workflow for Incoming Email:

  1. In the Condition section, select Sender Email.
  2. Select '=' as the operator.
  3. Enter the customer's full email address as the value.
  4. In the Actions section, select Create Ticket and Set Property.
  5. Click next to the Set Property action, select Ticket Priority from the Property drop-down list
  6. Select High as the value and click Save Action. Save the Rule when finished.

Create a workflow for Portal Ticket Request or Easy Ticket Request:

  1. In the Condition section, select Contact Email Address.
  2. Select '=' as the operator.
  3. Enter the contact's full email address as the value.
  4. In the Actions section, select Create Ticket and Set Property.
  5. Click next to the Set Property action, select Ticket Priority from the Property drop-down list
  6. Select High as the value and click Save Action. Save the Rule when finished.

Set the contact of a ticket based on their email address

Create a workflow for Incoming Email using the following conditions and actions:

  1. In the Condition section, select Sender Email.
  2. Select '=' as the operator.
  3. Enter the customer's full email address as the value.
  4. In the Actions section, select Create Ticket and Assign Contact.
  5. Click next to the Assign Contact action and select from the following options for the Primary and Secondary criteria methods used for assigning a contact:
    1. Contact Which Created The Ticket Request – the contact email address from which the request originated.
    2. Use Default Customer Contact – the contact labeled as the primary point of contact (POC) for the customer.
    3. Named User – enter a specific email address.

Save the Action and the Rule to confirm the addition of the new conditions and actions to the workflow.

If an email contains a specific subject or text in the body, assign to a specific technician

Create a workflow for Incoming Email using the following conditions and actions:

  1. In the Condition section, select Email Subject.
  2. Select contains as the operator.
  3. Enter the specific text contained in the email subject as the condition value.
  4. Click and select Add Condition Block.
  5. Select Email Body as the Attribute and contains as the operator.
  6. Enter the specific text contained in the email body as the condition value.
  7. In the Actions section, select Create Ticket and Assign Technician.
  8. Click next to the Assign Technician Action, select to assign a technician based on Specific User and select a user from the list.

Save the Action and the Rule to confirm the addition of the new conditions and actions to the workflow.

Based on RMM outage subject, create a ticket, assign a queue and set specific customer contact

Create a workflow for RMM Outage using the following conditions and actions:

  1. In the Condition section, select Outage > Subject.
  2. Select contains as the operator and enter the specific text contained in the Outage Subject as the condition value.
  3. In the Actions section, select Create Ticket and Assign Queue.
  4. Click next to the Assign Queue action, select a queue to apply to the action and click Save Action.
  5. Select Assign Contact as an additional action and click to edit the action.
  6. Click next to the Assign Contact action and select from the following options for the Primary and Secondary criteria methods used for assigning a contact:
    1. Use Default Customer Contact – the contact labeled as the primary point of contact (POC) for the customer.
    2. Use Default Location Assigned Contact – the default contact assigned to a specific customer's location.
    3. Named User – enter a specific email address.

Save the Action and the Rule to confirm the addition of the new conditions and actions to the workflow.