Automation Overview

Automation allows the Helpdesk to perform configured actions when defined events and conditions occur.

It can reduce repetitive work, improve consistency, and help enforce operational processes.

Automation components

An automation rule normally contains:

• a trigger
• one or more conditions
• one or more actions

Triggers

Triggers determine when the rule is evaluated.

Examples can include ticket creation, ticket updates, or supported time-based events.

Conditions

Conditions determine whether the rule should continue.

Actions

Actions perform the configured change when the rule qualifies.

Governance

Automation can affect many tickets without direct user interaction, so rules should be reviewed and tested before activation.

Good practices

Keep each rule's purpose clear. Avoid multiple rules that make conflicting changes to the same fields unless their order and interaction are intentionally designed.