ITIL automation :
You can automate the ITIL process where you can create various rules based on event, criteria, and action.
Steps to add ITIL workflow -
A workflow works in three parts event, criteria, and action.
Events – Workflows are triggered based on events. Below are various events for ITIL module :
Events related Problem module -
| When mew problem is created. |
| When there is update in problem status |
| When there is update in problem priority |
| When there is update in problem impact |
| When problem is assigned to staff |
| When a root cause is added for problem |
| When a impact of problem is added |
| When a symptoms of a problem get added |
| When permanent solution is added |
| When workaround is added |
| When stage of problem is completed |
| When role is assigned to problem |
| When known error field is updated |
| When problem gets overdue |
Events related Change module -
| When new change is created |
| When status of change gets updated |
| When priority of change gets updated |
| When Impact of change gets updated |
| When risk of change gets updated |
| When change is assigned to staff |
| When change type is updated. |
| When reason for change is added |
| When impact of change is added |
| When rollout plan is added |
| When backout plan is added |
| When stage of change is completed |
| When role is assigned for change |
| When change get overdue |
Events related Release module -
| When new release is created |
| When status of release is updated |
| When priority of release is updated |
| When type of release is updated |
| When release is assigned to staff |
| When build plan for released is added |
| When test plan for release is added. |
| When release gets overdue |
| When impact of release gets updated |
| When risk involved in release is updated |
| When urgency of release is updated |
| When release stage gets completed |
| When role is assigned for release |
Criteria : You can add multiple conditions under criteria like impact, urgency etc
Action : You can define the action you want to take when criteria are satisfied.