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Administrator Guide

Vision Helpdesk Task Automation Settings

Renu Sharma Apr-6th, 2019 19:25 0 0

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 a 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 the respective department or person to carry out a 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 tasks 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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