Solutions

Admin Settings - Automation

Dennis Braganza May-14th, 2020 21:36 0 0

5. Automation:

Automating Vision helpdesk for different events -

To make staff work easier and for better customer service ,Vision provides different ways for automation based on different scenarios like sending acknowledgment to clients,applying SLA ,Creating complex workflows,notifying staff for emails based of different events and criteria.

Though Vision has a ability to create complex rules and automate the product ,the process to do so is very user friendly and easy to configure even by a layman.

Major features in Automation

SLAs – You can create different SLA plan where you can define response time and resolution time as per your agreement with client.

Workflow – Based on different events in helpdesk you can automate the product by creating different rules.

Macros – Macro is a small automation scripts using which you can have a set of predefined replies or FAQ's available which can be sent to client.

Alerts – Staff can be notified on their registered email id for different events in helpdesk.

Round robin – Equal distribution of Incidents automatically within staff members.

Task Automation – You can create task and assign to staff automatically.

Automation Settings :

Schedule : The schedule is the business hours of your company. The schedule plays a vital role when you want to calculate the SLA time, assign tickets to staff based on the schedule.

There can be different schedules created for a particular company. Say you have staff working in different shifts in your company like a morning shift, afternoon shift or a night shift then you can create different schedules and map your staff or team to the respective schedule.

Admin Setting >> Automation >> Schedule

Mass Action on Schedule:

It is possible to select either of the Schedule or more than one Schedules with the help of checklist and perform the desired action on them. The status of the Schedules can be enabled or disabled from here.

NOTE: The default schedule cannot be deleted or disabled, but you can edit the default schedule.


Add Schedule:

Additional Schedules can be added using the Add option. When you click on Add you will have the following

fields:

Title: The name of the Schedule should be specified here.

Sunday to Saturday:

  • Open 24 hours: This choice is made if the particular company is opened 24 hours a day.
  • Close: This choice is made if the particular company is closed on a particular day.
  • Custom time: Custom time can also be set for the company for a particular day. It is also possible to add more than one custom time depending upon the shifts. The same schedule will occur for a particular day of the week.

Status: It is possible to to enable or disable a particular schedule.

Update Schedule:

It is possible to edit or update a particular schedule by selecting it from the listing.

The changes can be made and can be updated by the Update option present at the bottom.

Holidays :The holidays in a particular year can be added under the Holidays list. The importance of adding holidays is, your SLA (Service Level Agreement) won't be breached in case an incident comes on a Holiday.

Admin Setting >>Automation >> Holidays

Mass Action on Holidays:

It is possible to select either of the Holiday or more than one Holidays with the help of checklist and perform the desired action on them. The status of the Holidays can be either enabled or disabled.

Add Holidays:

Additional Holidays can be added using the Add option. When you click on Add you will have the following

fields:

Date: The date and the month of the particular holiday should be specified here.

Description: The description for the particular holiday should be specified here

Status: It is possible to enable or disable the particular holiday.

Update Holiday: It is possible to edit or update a particular holiday by selecting it from the listing.

The changes can be made and it can be updated by the Update option present at the bottom.

SLA : SLA (Service Level Agreement) which allows keeping a check on the response and resolution time of the staff members. It provides a guaranteed response or resolution time for the incident (trouble tickets). It is like a contract between the customers and the service providers. It helps to keep a check on the response time of the staff members and based on this the SLA reports are generated.

Example: Let say you signed a contract or promised your customers that you would reply to them within 30 minutes and resolve their query within 2 hours.

In such a case, you can define 30 minutes response time and 2 hour resolution time in SLA plan.

You can create different SLA plans as per your requirement like priority specific, client wise, department wise and SLA plan can be triggered using Workflows.

Admin Settings >>Automation >> SLA

Mass Action on SLA:

It is possible to select either of the SLA or more than one SLAs with the help of checklist and perform the desired action on them. The status of the SLAs can be either enabled or disabled.

Any SLA can be deleted using the Delete option.

Add SLA: Additional SLAs can be added using the Add option. When you click on Add you will have the following fields:

Title: The name of the SLA should be specified here.

Schedule: The working hours of a particular company is Schedule. It is possible to create different schedules from:

Settings >> Automation Section >> Schedule

If any day of the week is set as closed then the SLA time calculation for that day will not be considered. Different schedules can be added for the particular company.

Response time: If the ticket is replied by the staff member after the scheduled or expected time then the ticket becomes overdue. The time mentioned for this is in days, hours and minutes.

In Vision helpdesk, if the ticket is overdue then the ticket in the ticket listing page is displayed in the pink background. Overdue time is the ticket response time that one guarantees the clients.

Resolution time: Resolution time is the time that staff members take to resolve a particular ticket. It is to be displayed in terms of days, hours and minutes. Resolution time is the ticket final resolution time that one guarantees the clients.

Status: It is possible to enable or disable a particular SLA.

Update SLA:

It is possible to edit or update a particular SLA by selecting it from the listing. The changes can be made and it can be updated by the Update option present at the bottom.


Let's start with some examples to make it more clear and simple

Scenario : For 24 by 7 support company, set up 2 hours SLA plan and apply the same for all incoming emails -

Step 1 : Manage your schedule (Business hours of your company)

Go to admin settings>>Automation >>Schedule

  • select “Open 24 hours” for all days as you are working 24 X7 .


Step 2 : Configuring SLA plan (Response and Resolution time)

  • Here you need to set the response and resolution time i.e if you want to reply your customers within certain time frame then you can set the same under SLA plan.
  • Say your company has an agreement with client to reply back to their emails within 2 hours and resolve their query within 4 hours.

Then add:

Response time = 2 hours.

Resolution time = 4 hours.

  • Also you need to link it with required Schedule i.e. Business hours of company.In this case you need to select 24X7 schedule.
  • Click on the ADD button to save the SLA plan.

Step 3: Workflows (Rules based on different events and criteria's )

Workflows has a great potential of automating the product based on different events like creating complex business rules ,creating escalation rules,assigning SLA to Incidents,assigning Incidents to staff and many more things to automate.

A Workflow comprises of three parts –

Event – Specifies the event like when should this workflow get triggered.

Criteria - on which conditions should the workflow work.

Action – Finally what action you want the workflow to take based on the event and criteria.

Now say you want to apply 24X7 SLA plan for all incoming Incidents.Below are steps for the to configure the same -

Event = New Incident

Criteria = Subject contains blank(means all Incidents with any subject)

Action = Apply SLA ,select 24X7 SLA plan.

Workflow - workflow can be used to create different rules based on event and criteria.Below is detailed explanation of events ,criteria and action.

Events

Description

New Incident

In case New Incident is created using any channel say email,client portal etc

Client reply

If client reply to already created Incident.

Staff reply

IIf staff reply to Incident.

Change flag

If flag is changed for Incident.

Change Incident type

If Incident type is changed say Incident type is changed from Issue to Bug.

Change department

If Incident department is changed say from Sales to Support

Change status

If Incident status is changed Say open to awaiting

Change priority

If staff or client changes the priority say changing priority from high to low.

Change category

If Incident category is changed say from hardware to software

Change subcategory

If Incident subcategory is changed say from computer to Laptop

Change item

If item is changed say from Dell laptop to Apple laptop.

Change level

If Incident level is changed say from level 1 support to level 2 support

Change location

If location is changed

Assign staff

If Incident is assigned to staff

Incident merge

If staff merges(combines) Incidents

Add note

If staff adds note to Incidents

Incident post delete

If staff deletes an Incident post

Move to trash

If staff moves Incident to trash

On overdue

If Incident is not replied within SLA time

On unresolved

If Incidents are not closed within the resolution time.

SLA plan change

If staff changes the current SLA plan

Pause SLA

If SLA is paused

Resume SLA

If SLA is restarted

On last activity

Indicates when was the last change made on Incident say changing status ,replying to Incident,changing category etc.

Add timetracked

If time tracking entry is added by staff on the Incident.

Change Urgency

If Urgency is changed

Change Impact

If Impact is changed



Criteria's

Description

Subject

You can select Subject as criteria if you want to apply action based on subject line of Incident

Message

You can select Message as criteria if you want to apply action based on content of Incident

Client name

You can select Client name as criteria if you want to apply action based on client name

Client email

You can select Client email as criteria if you want to apply action based on client email

Organisation

You can select Organisation as criteria if you want to apply action based on organisation

Client language

You can select Client language as criteria if you want to apply action based on client language

Domain

You can select Domain as criteria if you want to apply action based on domain

Department

You can select Department as criteria if you want to apply action based on department

Status

You can select Status as criteria if you want to apply action based on status of Incident

Priority

You can select Priority as criteria if you want to apply action based on priority of Incident.

Label

You can select Label as criteria if you want to apply action based on label of Incident

Incident type

You can select Incident type as criteria if you want to apply action based on Incident type.

Category

You can select Incident Category as criteria if you want to apply action based on Incident category

Subcategory

You can select Subcategory as criteria if you want to apply action based on subcategory

Item

You can select Item as criteria if you want to apply action based on Item

Level

You can select Level as criteria if you want to apply action based on level of Incident

Location

You can select Location as criteria if you want to apply action based on location

Owner

You can select Owner as criteria if you want to apply action based on owner of Incident

Operator

You can select Operator as criteria if you want to apply action based on operator of Incident

Flag type

You can select Flag type as criteria if you want to apply action based on flag type.

Last activity

You can select Last activity as criteria if you want to apply action based on Last activity

Last replier

You can select Last replier as criteria if you want to apply action based on Last replier

Creation date

You can select Creation date as criteria if you want to apply action based on creation date of Incident

SLA plan

You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident

Has attachment

You can select Has attachment as criteria if you want to apply action based on attachments.

Channel

You can select Channel as criteria if you want to apply action based on channel

To email

You can select To email as criteria if you want to apply action based on to email field in Incident

Creation time

You can select Creation time as criteria if you want to apply action based on creation time of Incident

Overdue time

You can select Overdue time as criteria if you want to apply action based on overdue time of Incident

Resolution due time

You can select Resolution due time as criteria if you want to apply action based on resolution due time

Schedule

You can select Schedule as criteria if you want to apply action based on schedule (working hours)

Urgency

You can select Urgency as criteria if you want to apply action based on Urgency

Impact

You can select Impact as criteria if you want to apply action based on Impact.

Working of Match conditions under Criteria :

Here you can add multiple conditions as per your scenario.

Match conditions can be added in below ways -

A)Match AND conditions : If you add multiple criterias under this ,then all the conditions should be satisfied to perform the desired action i.e. there is AND operation performed between the condition.

For example if you have added criteria as below -

a1 . Department equals to Sales

+(AND Operation)

a2. Client name equals to ABC

+(AND Operation)

a3. Priority equals to high

then if all the above three conditions are satisfied then only the Action specified would take place.

B)Match OR conditions : If you add multiple criterias under this ,then at least one conditions should be satisfied to perform the desired action i.e. there is OR operation performed between the condition.

For example if you have added criteria as below -

b1. Department equals to Sales

+(OR Operation)

b2. Department equals to Support

+(OR Operation)

b3. Department equals to Billing

then at least one of the above three conditions is satisfied then only the Action specified would take place.

Note : Section A ,Section B are mutually AND to each other.

Say A (a1 AND a2 AND a3) AND B(b1 OR b2 OR b3 ) means all conditions under section A should be true and at least one condition under B should be true to take the desired result.

Action

Description

Forward template

Select the template which you want to send on email.

Forward to

The email address to which one wishes to send the mail can be entered here.

Change department

The department can be changed by selecting the department from the listing.

Assign team

The team can be assigned from here by selecting the particular team.

Assign staff

The staff members can be assigned from here and the staff members can be selected from the listing.

Change status

The status of the Incident can be changed by selecting it from the listing.

Urgency

The urgency of the Incident can be changed by selecting it from the listing.


Impact

The impact of the Incident can be changed by selecting it from the listing.


Change priority

The priority of the Incident can be changed by selecting it from the listing.

Change flag

The flag of the Incident can be changed by selecting it from the listing.

Change Incident type

The type of the Incident can be changed by selecting it from the listing.

Change category

The category of the Incident can be changed by selecting it from the listing.

Change subcategory:

The subcategory of the Incident can be changed by selecting it from the listing.

Change item

You can change the item by selecting it from the listing.

Change level

The level of the Incident can be changed by selecting it from the listing.

Change location

the location of the Incident can be changed by selecting it from the listing.

Change label

The label of the Incident can be changed by selecting it from the listing.

Change channel

The channel of the Incident can be changed by selecting it from the listing.

Apply SLA

SLA Plan can be selected from the listing and applied from here.

Reset resolution time


SLA state

You can select the SLA state such as pause, resume SLA.

Send email to client

Particular email template can be selected from the listing and can be sent to the client.

Send email to staff

Particular email template can be selected from the listing and can be sent to the staff.

Apply billing rate

You can select the billing rate .

Create Invoice

If you want to create and send an invoice to client.

Ignore email

If you set it to yes then email is ignored.

Send autoresponder message

If you set it to yes then autoresponder mail is sent.

Process Incident alert rules

If you set it to yes then alert rule will be processed else alerts want be sent.

Do not parse as Incident reply

If you set it to yes then reply won't be appended to Incident and a new Incident would be created for every reply.

Mark as ban

It will decide whether the sender email should be marked as ban or not. If marked as ban then the clients will not be allowed to send further Incidents.

Mark as spam

It will decide whether the sender email should be marked as spam or not.

Status

To enable workflow.



Now that you know what are events ,criteria's and action ,below examples will help you to get a clear picture for the same.

Few examples for Automating Helpdesk using Workflow :

Example 1: Auto assignment of Incidents

  • You can automatically assign new Incidents to agents based on Incident priority, Incident type, client wise, department wise etc.

Whenever New Incident comes into the system to specific department you can follow below rule to assign Incidents to staff members:

  • Event : New Incident
  • Criteria : Department equals to “ Sales”
  • Action : Assign to “ Select a team or respective staff members”

Even you can define multiple operations on Incidents such as you can assign flags, labels, change priority, status and even move the department of the Incident. Similarly, you can assign Incidents client wise, by selecting client email or name or organization into criteria, you can assign Incidents based on priority wise by selecting Priority under criteria.

Although, Manually also you can assign Incident from Incident properties but automation allows you to save Incident and quickly delegate the work without any delay to agents.

Example 2 : Applying SLA plan to New Incidents

When you want to apply default SLA plan to all new Incidents into the system, please follow below steps :

  • Event : New Incident
  • Criteria : subject equals to “Keep it blank”
  • Action : Apply SLA “ Select SLA plan from drop down”

Once you add the above rules, all the new Incident coming into the system will have default SLA plan applied over it. You can apply different SLA, i.e Client wise, department wise etc.

Example 3 : To set escalation rule

Vision Helpdesk allow you to set multi level SLA and if agent breaches those SLA you can set escalation rules to rectify issue. Check below steps to apply multi-level SLA and escalation rule:

  • Event : “On overdue and unresolved Incident”
  • Criteria : Overdue time after/before “ Mention time (30 min)”
  • Action : Assign those Incidents to manager or second level support team
  • Apply second Level SLA : “Select SLA plan”
  • Even you can change other Incident properties like you can change the priority to critical, Set Red flag, add Urgent labels over an Incident and even send alerts to staff members to pay high attention to those Incidents.

To summarize, using workflow you can achieve the scenario which you want to automate.



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 -

  • New problem

When mew problem is created.

  • Update problem status

When there is an update in problem status

  • Update problem priority

When there is update in problem priority

  • Update problem impact

When there is update in problem impact

  • Problem assign

When problem is assigned to staff

  • Add root cause

When a root cause is added for problem

  • Add problem impact

When a impact of problem is added

  • Add problem symptoms

When a symptoms of a problem get added

  • Link permanent solution

When permanent solution is added

  • Link workaround solution

When workaround is added

  • Problem stage completion

When stage of problem is completed

  • Problem role assignment

When role is assigned to problem

  • Update problem known error

When known error field is updated

  • Problem overdue

When problem gets overdue



Events related Change module -

  • New change

When new change is created

  • Update change status

When status of change gets updated

  • Update change priority

When priority of change gets updated

  • Update change impact

When Impact of change gets updated

  • Update change risk

When risk of change gets updated

  • Change assign

When change is assigned to staff

  • Update change type

When change type is updated.

  • Reason for change

When reason for change is added

  • Add change impact

When impact of change is added

  • Add rollout plan

When rollout plan is added

  • Add backout plan

When backout plan is added

  • Change Stage completion

When stage of change is completed

  • Change role assignment

When role is assigned for change

  • Change overdue

When change get overdue



Events related Release module -

  • New release created

When new release is created

  • Update release status

When status of release is updated

  • Update release priority

When priority of release is updated

  • Update release type

When type of release is updated

  • Release assign

When release is assigned to staff

  • Add build plan

When build plan for released is added

  • Add test plan

When test plan for release is added.

  • Release Overdue

When release gets overdue

  • Update Release impact

When impact of release gets updated

  • Update release Risk

When risk involved in release is updated

  • Update release Urgency

When urgency of release is updated

  • Release Stage Completion

When release stage gets completed

  • Release Role Assignment.

When role is assigned for release

Criteria : You can add multiple conditions under criteria like impact ,urgency etc



  • Conditions

Explanations

  • Title

if you want to apply an action based on the title

  • Description

if you want to apply an action based on the Description.

  • Domain

if you want to apply an action based on the Domain.

  • Impact

if you want to apply an action based on the impact.

  • Risk

if you want to apply an action based on the Risk.

  • Location

if you want to apply an action based on the Location.

  • Problem stages

if you want to apply an action based on the Problem stages.

  • Change stages

if you want to apply an action based on the Change stages.

  • Known error

if you want to apply an action based on the Known error.

  • Release type

if you want to apply an action based on the Release type.

  • Change type

if you want to apply an action based on the Change Type.

  • Status

if you want to apply an action based on the Status.

  • Priority

if you want to apply an action based on the Priority.

  • Release stages

if you want to apply an action based on the Release stages.

  • category

if you want to apply an action based on the Category.

  • Subcategory

if you want to apply an action based on the subcategory.

  • Item

if you want to apply an action based on the Item.

  • Level

if you want to apply an action based on the Level.

  • Urgency

if you want to apply an action based on the Urgency.

  • CI type

if you want to apply an action based on the CI Type.

  • Asset state

if you want to apply an action based on the Asset state.

  • Disposition status

if you want to apply an action based on the Disposition Status.

  • Lifecycle status

if you want to apply an action based on the Lifecycle Status.

  • Depreciation type

if you want to apply an action based on the Depreciation Type.

  • Vendor

if you want to apply an action based on the Vendor.

  • Product

if you want to apply an action based on the Product.

  • Manufacturer

if you want to apply an action based on the Manufacturer.

  • License Type

if you want to apply an action based on the License Type.

  • Asset Department

if you want to apply an action based on the Asset Department.

  • Owner/ Requester/ Creator

if you want to apply an action based on the Owner/Requester/Creator.

  • Operator

if you want to apply an action based on the Operator.

  • Creation Date

if you want to apply an action based on the Creation Date.



Action : You can define the action you want to take when criteria are satisfied.

Forward template : You can select the template which you want to forward to the email address which you have marked in “Forward To” Field.

Forward To: Specify to which email address you want to forward email template.

Assign Staff: Based on Event and Criteria If you want to assign particular staff.

Change Status: If you want to change the status based on event and criteria.

Impact: If you want to change the impact of ITIL event.

Urgency: If you want to change Urgency.

Change Priority: If you want to change priority.

Change Category: If you want to change Category.

Change Subcategory: If you want to change Subcategory.

Change Item: If you want to change Item.

Change Type: If you want to change Type of Change as Minor, standard, Major, Emergency.

Release Type: If you want to change the Release Type.

Known Error: If you want to mark it as known error in production or development.

Risk: If you want to change the risk.

Change Location: If you want to change the location.

Change Asset State: If you want to change asset state.

Change License Type: If you want to change License type.

Change Software Type: If you want to change Software types.

Change Software Category: If you want to change software category.

Chang Manufacturer: If you want ticket change manufacturer.

Change Product: If you want to change product.

Change Vendor: If you want to change vendor.

Change Depreciation Type: If you want to change depreciation type.

Change Lifecycle Status: If you want to change lifecycle status.

Change Disposition Status: If you want to change disposition status.

Send Email to staff: If you want to send email (alert) to staff.

Send Approvals for change: If you want to send approval request for change.

Close all incidents linked to changes / problem: If you want to close all the incidents linked to matching Change or Problem in criteria.

Close all problems linked to changes: If you want to close all the problems linked to particular change

Status: To enable or disable the workflow

Add: To add workflow in system.




Macros

Macros are predefined responses which can be used while replying to an incident.It is similar to email templates and also it can be used to change the properties of the incident.

For example : You have created a macro for frequently asked queries, say password reset query then whenever a customer sends you a query related to password reset, you can use the existing macro as a response instead of retyping the same again.

It helps to save staff timing while catering a large number of tickets.

Also it helps to reduce the dependency on other staff since you have the steps or response available for the same.

Steps to Add macro

Title: Add title for a macro.

Module : For which module you want to add Macro.

Domain: Choose correct domain.

Department access: You can create Macro department wise. Select the department for which you want to create the macro.

Apply SLA: Select SLA plan for the macro.

Status/priority/Urgency/Impact type setting: These Incident specifications can be selected from the drop down according to the nature of the macro.

Location: The location for the macro can be added using this option.

Flag: The flag can be changed from here for the macro.

Owner: This shows the one (staff) who owns the macro you are adding or updating. By default it is set to no change if you deselect no change option you can select the owner from the staff member list which appears.

Label: The label can be included in the macro for here.

Tags: Tags can be added to provide effective search methods it’s optional.

Content: The contents of your macro can be added herewith the different formatting option available for your text and you can also attach links and images.

Comments: You can attach the comment while creating the macro.

Display order: This option is for the sequencing purpose of the macro.

Access: The macro can be set to public or private access mode from here.

Status: The macro can be enabled or disabled from here.




Alerts – Alerts can be used to notify staff on their registered email id for different events in helpdesk.

Say staff is currently not logged in to the system and a new Incident comes to the portal then Alerts can be used to notify the staff for the same on their email id.

  • You can create various alert rules based on different events and criteria's in helpdesk.

Steps to configure Alerts -

  • Go to Admin setting>>Automation >>Alert.
  • Title : Title for the Alert.
  • Email template : Select the required email template you want to send to your staff.
  • Team : If you want to send a notification to entire team then you can select the respective team name from here.
  • Staff : If you want to send a notification to staff members then you can select the respective staff member from here.
  • Event : You can select for which helpdesk event you want to trigger a notification for staff.



New Incident

In case New Incident is created using any channel say email,client portal etc.

Client reply

If client reply to already created Incident

Staff reply

If staff reply to Incident

Client add

When client is added to system

Delete client

When client is deleted

Incident Department change

When department of incident gets changed

Incident status change

When status of incident gets changed

Incident priority change

When priority of incident gets changed

Change Category

When category gets changed

Change Subcategory

When subcategory gets changed

Change Item

When item gets changed

Change Level

When level of incident gets changed

Urgency changed

When urgency gets changed

Impact changed

When impact of incident gets changed

Incident assign

When incident is assigned to staff

Incident merge

When incidents get merged

Add note

When note is added for incident

Invoice created

When invoice is created

Incident post delete

When post is deleted in incident

Move to trash

When incident is moved to trash

Flag change

When flag for incident get changed

Incident type change

When incident type is changed

On overdue

When incident get overdue

On unresolved

When incident is unresolved

Add comment

When comment is added for incident

On last activity

Indicates when was the last change made on Incident say changing status ,replying to Incident,changing category etc.




  • ITIL event : You can select for which ITIL related event you want to trigger a notification for staff.

  • New problem

When New problem is created.

  • Update problem status

When there is an update in problem status

  • Update problem priority

When there is an update in problem priority

  • Update problem impact

When there is an update in problem impact

  • Problem assign

When problem is assigned to staff

  • Add root cause

When a root cause is added for problem

  • Add problem impact

When an impact of problem is added

  • Add problem symptoms

When a symptom of a problem get added

  • Link permanent solution

When permanent solution is added

  • Link workaround solution

When workaround is added

  • Problem stage completion

When stage of problem is completed

  • Problem role assignment

When role is assigned to problem

  • Update problem known error

When known error field is updated

  • Problem overdue

When problem gets overdue

  • New change

When new change is created

  • Update change status

When status of change gets updated

  • Update change priority

When priority of change gets updated

  • Update change impact

When Impact of change gets updated

  • Update change risk

When risk of change gets updated

  • Change assign

When change is assigned to staff

  • Update change type

When change type is updated.

  • Reason for change

When reason for change is added

  • Add change impact

When impact of change is added

  • Add rollout plan

When rollout plan is added

  • Add backout plan

When backout plan is added

  • Change Stage completion

When stage of change is completed

  • Change role assignment

When role is assigned for change

  • Change overdue

When change get overdue

  • New release created

When new release is created

  • Update release status

When status of release is updated

  • Update release priority

When priority of release is updated

  • Update release type

When type of release is updated

  • Release assign

When release is assigned to staff

  • Add build plan

When build plan for released is added

  • Add test plan

When test plan for release is added.

  • Release Overdue

When release gets overdue

  • Update Release impact

When impact of release gets updated

  • Update release Risk

When risk involved in release is updated

  • Update release Urgency

When urgency of release is updated

  • Release Stage Completion

When release stage gets completed

  • Release Role Assignment.

When role is assigned for release



  • Criteria : Select the desired criteria or condition based on which you want to send notification.

Criteria's

Description

Subject

You can select Subject as criteria if you want to apply action based on subject line of Incident

Message

You can select Message as criteria if you want to apply action based on content of Incident

Client name

You can select Client name as criteria if you want to apply action based on client name

Client email

You can select Client email as criteria if you want to apply action based on client email

Organisation

You can select Organisation as criteria if you want to apply action based on organisation

Client language

You can select Client language as criteria if you want to apply action based on client language

Domain

You can select Domain as criteria if you want to apply action based on domain

Department

You can select Department as criteria if you want to apply action based on department

Status

You can select Status as criteria if you want to apply action based on status of Incident

Priority

You can select Priority as criteria if you want to apply action based on priority of Incident.

Label

You can select Label as criteria if you want to apply action based on label of Incident

Incident type

You can select Incident type as criteria if you want to apply action based on Incident type.

Category

You can select Incident Category as criteria if you want to apply action based on Incident category

Subcategory

You can select Subcategory as criteria if you want to apply action based on subcategory

Item

You can select Item as criteria if you want to apply action based on Item

Level

You can select Level as criteria if you want to apply action based on level of Incident

Location

You can select Location as criteria if you want to apply action based on location

Owner

You can select Owner as criteria if you want to apply action based on owner of Incident

Operator

You can select Operator as criteria if you want to apply action based on operator of Incident

Flag type

You can select Flag type as criteria if you want to apply action based on flag type.

Last activity

You can select Last activity as criteria if you want to apply action based on Last activity

Last replier

You can select Last replier as criteria if you want to apply action based on Last replier

Creation date

You can select Creation date as criteria if you want to apply action based on creation date of Incident

SLA plan

You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident

Has attachment

You can select Has attachment as criteria if you want to apply action based on attachments.

Channel

You can select Channel as criteria if you want to apply action based on channel

To email

You can select To email as criteria if you want to apply action based on to email field in Incident

Creation time

You can select Creation time as criteria if you want to apply action based on creation time of Incident

Overdue time

You can select Overdue time as criteria if you want to apply action based on overdue time of Incident

Resolution due time

You can select Resolution due time as criteria if you want to apply action based on resolution due time

Schedule

You can select Schedule as criteria if you want to apply action based on schedule (working hours)

Urgency

You can select Urgency as criteria if you want to apply action based on Urgency

Impact

You can select Impact as criteria if you want to apply action based on Impact.



  • Once you have configured above fields and you need to click on Add button.

Note : We also provide integration with tools like Slack,Hipchat, SMS gateways which can be used to send alerts to staff.

Example of alerts and steps to configure the same :

  1. Notify staff for ticket assignment

Steps for setting alert :

Email template :Select the email template which you want to send for notification.

Team : Select the team whom you want to notify.

Staff : Select the staff whom you want to notify when ticket is assigned to them.



Event = Incident assign

Condition = Match AND condition

Owner equal to operator



Add : Click on add button to create a alert.

2. Notify staff when you delete the client



Steps for setting alert :

Email template :Select the email template which you want to send for notification.

Team : Select the team whom you want to notify.

Staff : Select the staff whom you want to notify when client is deleted.



Event = Delete client

Condition = Match AND condition

Owner equal to operator

Add : Click on add button to create a alert.





Round Robin

Round-robin ensures that Incidents are auto distributed equally among the agents to manage the flow of incoming Incidents based on the schedule they work in. This equal distribution of Incidents among the agents increases the work efficiency. It can be applied only on new Incidents.

Staff /admin also has option to opt out of round robin in case they do not want to receive Incidents.

For example if staff is on leave then admin can remove that particular staff from round robin participant list,even staff can do the same if he has been given access for opting out from role settings.

Under staff -

Note : Under role settings you can also configure below settings related to round-robin -

  • Staff can decide self round robin participation
  • View round robin participants
  • Manage round robin participants



Title : Here you can add title for round-robin.

Schedule : Here you can specify for which schedule (Business hours ) you want to apply round robin,so that staff which works for that particular schedule would be assigned Incident.

For example – If a staff works in night shift and if he is participant of round robin .Now if Incident comes in helpdesk during morning session then Incident won't be assigned to this staff as the schedule does not match.

Display order : If you have multiple round robin plans added and you want them to be displayed in particular sequence then you can manage the sequence using the same.

Criteria : Here you can specify multiple match conditions as per your requirement.

Criteria's

Description

Subject

You can select Subject as criteria if you want to apply action based on subject line of Incident

Message

You can select Message as criteria if you want to apply action based on content of Incident

Client name

You can select Client name as criteria if you want to apply action based on client name

Client email

You can select Client email as criteria if you want to apply action based on client email

Organisation

You can select Organisation as criteria if you want to apply action based on organisation

Client language

You can select Client language as criteria if you want to apply action based on client language

Domain

You can select Domain as criteria if you want to apply action based on domain

Department

You can select Department as criteria if you want to apply action based on department

Status

You can select Status as criteria if you want to apply action based on status of Incident

Priority

You can select Priority as criteria if you want to apply action based on priority of Incident.

Label

You can select Label as criteria if you want to apply action based on label of Incident

Incident type

You can select Incident type as criteria if you want to apply action based on Incident type.

Category

You can select Incident Category as criteria if you want to apply action based on Incident category

Subcategory

You can select Subcategory as criteria if you want to apply action based on subcategory

Item

You can select Item as criteria if you want to apply action based on Item

Level

You can select Level as criteria if you want to apply action based on level of Incident

Location

You can select Location as criteria if you want to apply action based on location

Owner

You can select Owner as criteria if you want to apply action based on owner of Incident

Operator

You can select Operator as criteria if you want to apply action based on operator of Incident

Flag type

You can select Flag type as criteria if you want to apply action based on flag type.

Last activity

You can select Last activity as criteria if you want to apply action based on Last activity

Last replier

You can select Last replier as criteria if you want to apply action based on Last replier

Creation date

You can select Creation date as criteria if you want to apply action based on creation date of Incident

SLA plan

You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident

Has attachment

You can select Has attachment as criteria if you want to apply action based on attachments.

Channel

You can select Channel as criteria if you want to apply action based on channel

To email

You can select To email as criteria if you want to apply action based on to email field in Incident

Urgency

You can select Urgency as criteria if you want to apply action based on Urgency

Impact

You can select Impact as criteria if you want to apply action based on Impact.

Action : If conditions are met then under action you can specify what action you want to take. Here you can either assign the incoming Incident to team or a specific staff member.

  1. Assign Team: assign incident to particular team
  2. Assign staff: assign incident to particular staff.
  3. Send email to staff: choose among different email templates to send to staff.
  4. Escalation Rule: In case the Incident is not assigned to round robin participant, may be due to staff have opted out as he is on leave, in that case you can specify the duration after which you want to assign the Incident to other staff.

  1. Send escalation email: You can even send an email on staff registered email id to notify them for the Incident assignment.

  1. Status: Enable or disable the round robin setting.


Task Automation:

You can automate the Task creation and Task assignment to the agents which allows you to automate the repetitive task and create a new task based on certain events. For example, whenever a new Incident comes in the system you can create a task for admin to assign it to concerned person or you can automate routine follow task for agents.

Let’s say, when a new staff joins in, HR send an email to respective department or person to carry out certain task like. Issue ID, configure Laptop etc. You can automate this process using Task automation.

Steps for Task automation:

  • Go to admin settings >>> Automation >> Click on Task automation
  • Title : Add the task title
  • Event : Select event (New Incident, Client reply, Change status, etc)

New Incident

In case New Incident is created using any channel say email,client portal etc.

Client reply

If client reply to already created Incident

Staff reply

If staff reply to Incident

Client add

When client is added to system

Delete client

When client is deleted

Incident Department change

When department of incident gets changed

Incident status change

When status of incident gets changed

Incident priority change

When priority of incident gets changed

Change Category

When category gets changed

Change Subcategory

When subcategory gets changed

Change Item

When item gets changed

Change Level

When level of incident gets changed

Urgency changed

When urgency gets changed

Impact changed

When impact of incident gets changed

Incident assign

When incident is assigned to staff

Incident merge

When incidents get merged

Add note

When note is added for incident

Invoice created

When invoice is created

Incident post delete

When post is deleted in incident

Move to trash

When incident is moved to trash

Flag change

When flag for incident get changed

Incident type change

When incident type is changed

On overdue

When incident get overdue

On unresolved

When incident is unresolved

Add comment

When comment is added for incident

On last activity

Indicates when was the last change made on Incident say changing status ,replying to Incident,changing category etc.



  • Criteria : Here you can define different match condition.

Criteria's

Description

Subject

You can select Subject as criteria if you want to apply action based on subject line of Incident

Message

You can select Message as criteria if you want to apply action based on content of Incident

Client name

You can select Client name as criteria if you want to apply action based on client name

Client email

You can select Client email as criteria if you want to apply action based on client email

Organisation

You can select Organisation as criteria if you want to apply action based on organisation

Client language

You can select Client language as criteria if you want to apply action based on client language

Domain

You can select Domain as criteria if you want to apply action based on domain

Department

You can select Department as criteria if you want to apply action based on department

Status

You can select Status as criteria if you want to apply action based on status of Incident

Priority

You can select Priority as criteria if you want to apply action based on priority of Incident.

Label

You can select Label as criteria if you want to apply action based on label of Incident

Incident type

You can select Incident type as criteria if you want to apply action based on Incident type.

Category

You can select Incident Category as criteria if you want to apply action based on Incident category

Subcategory

You can select Subcategory as criteria if you want to apply action based on subcategory

Item

You can select Item as criteria if you want to apply action based on Item

Level

You can select Level as criteria if you want to apply action based on level of Incident

Location

You can select Location as criteria if you want to apply action based on location

Owner

You can select Owner as criteria if you want to apply action based on owner of Incident

Operator

You can select Operator as criteria if you want to apply action based on operator of Incident

Flag type

You can select Flag type as criteria if you want to apply action based on flag type.

Last activity

You can select Last activity as criteria if you want to apply action based on Last activity

Last replier

You can select Last replier as criteria if you want to apply action based on Last replier

Creation date

You can select Creation date as criteria if you want to apply action based on creation date of Incident

SLA plan

You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident

Has attachment

You can select Has attachment as criteria if you want to apply action based on attachments.

Channel

You can select Channel as criteria if you want to apply action based on channel

To email

You can select To email as criteria if you want to apply action based on to email field in Incident

Creation time

You can select Creation time as criteria if you want to apply action based on creation time of Incident

Overdue time

You can select Overdue time as criteria if you want to apply action based on overdue time of Incident

Resolution due time

You can select Resolution due time as criteria if you want to apply action based on resolution due time

Schedule

You can select Schedule as criteria if you want to apply action based on schedule (working hours)

Urgency

You can select Urgency as criteria if you want to apply action based on Urgency

Impact

You can select Impact as criteria if you want to apply action based on Impact.

  • Action: You can create task in action by clicking “Add task” button.
  • Status: To enable or disable the task.
  • Add task: You can create multiple task and assign those task to agents.

Hence, Task will be created automatically based on the event and also, it is linked with the Incidents

All the agents will be notified about Task assignment on their registered email addresses.

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