MSP Manager

Automate your helpdesk with Workflows and routing rules

Create workflows and routing rules to automate your helpdesk and eliminate the risk of human error in your ticketing processes. Workflows consist of a specific order of rules that are initiated by trigger events. These rules are made up of conditions and actions, and can be arranged to create the most efficient workflow for your business.

Triggers are events caused by either the system, users, or technicians. They initiate and execute the actions of the workflow when the specified conditions are met. Actions can automatically create tickets and assign them to a specific technician, or send notifications any time your customers experience an outage in their network. There are a different set of conditions and actions available for each trigger type.

Create a Workflow Access Group

When a workflow is initially enabled, ticket routing is still in effect. As a best practice, create a Workflow Access Group and add one or two customers to it to test the feature and determine if your rules are set up like you prefer. Then add additional customers to the Access Group after you are satisfied with testing the feature.

  1. Click Settings > Tickets & Workflows > Workflow Access Groups.
  2. Click Add to create the new Access Group.
  3. Enter a name for the Access Group and select the Workflow Event Type.
  4. Choose the customers you would like to add to the Access Group.
  5. Enable the Access Group when you are ready to turn on Workflows and Rules for the selected customers.
  6. Save the Access Group.

Create Workflow Rules

  1. Click Settings > Tickets & Workflows > Workflow & Rules.
  2. Click next to the Workflow Category to expand it and select Add Rule. There are four Workflow Categories to choose from:
    • RMM Outage - an outage for a specific asset from your RMM account.
    • Incoming Email - an email sent by a customer for a specific issue.
    • Portal Ticket Request - a customer reported issue sent from the customer portal.
    • Easy Ticket Request - a customer reported issue sent using the Create Easy Ticket Request button without logging into the portal.
  3. Enter the Workflow Rule name and details.

After choosing a workflow category and providing the name and details of the workflow rule, you are ready to add conditions to it.

Add Conditions to your Workflow Rules

  1. Click the condition to expand it's options.

  2. Click And/Or, and choose an Attribute. Attributes differ depending on the type of workflow. Outage Workflows contain attribute options for asset or outage details, Ticket Workflows contain attribute options for customer and email subject/body information, Portal and Easy Ticket request contains options for the contact email, ticket category, details or title.

  3. Select a Condition Operator (equals, not equal (!=), contains, includes, starts with).
  4. Enter a Value. This value is directly related to the Condition Attribute that is selected – a specific email address, customer name or asset status, for instance.
  5. Click to add more conditions or condition blocks to the rule.
  6. Condition blocks create a new set of brackets in your rule using OR instead of AND. For example: [Condition 1 AND Condition 2] OR [Condition 3 AND Condition 4] – in this example, Condition 1 and 2 are in the same Condition block, Condition 3 and 4 are in a different block, and they are separated by the OR Condition.

  7. Click Actions and select an action from the list.
  8. Click to confirm the addition of the action to the rule. You can also drag an item from the Actions list into the Actions section of the Workflow editor.

  9. Click next to the Action to edit and view it's additional criteria. For example, editing the Assign Technician action allows you to assign the technician based on Customer or Location Assigned Users, User Skills, or you can select specific users. Edit each Action to view and configure it's additional options.
  10. Create Ticket and Do Not Create Ticket are not editable actions.

  11. Continue to add rules to your workflow to cover additional scenarios, and save the rule when it is complete.

Actions are executed when a trigger event occurs that meets the listed conditions.

Below is a list of all conditions for each trigger type, and an explanation of what the condition does.

Email Conditions

Condition Display Name Description

Customer contains contract

Checks if the selected Customer has a contract with the specified name
Sender Email Checks the email address of the sender
Email Body

Checks the body of the incoming email

Email Subject

Checks the subject of the incoming email
Customer Name Checks the Customer name
Sender Domain Checks the email domain of the sender of the incoming email
Monitored Mailbox Email Address Checks the email address of the monitored mailbox. This is used to only process messages from a specified mailbox address, for example.
Program Level Name Checks the name of the program level

Outage Conditions

Condition Display Name Description

Asset - Description

Checks the Asset Description associated to the incoming outage
Asset - Domain Checks the Asset Domain associated to the incoming outage

Asset - External IP

Checks the Asset's external IP address that is associated to the incoming outage

Asset - Install Date

Checks the install date of the Asset associated to the incoming outage
Asset - Location Checks the location name of the Asset associated to incoming outage
Asset - OS Type Checks Asset OS Type associated to incoming outage
Asset - Owner Checks the incoming outage's Asset Owner
Asset - Server role name Checks the Server Role Name of the Asset associated to the incoming outage
Asset - System type

Checks the System Type of the Asset associated to the incoming outage.

The system type in RMM is determined by the Servers tab, the Workstations tab or the Type Columns for Network Devices.

Asset Class Checks the incoming outage's associated Asset Class and compares the Asset Id to determine if the Asset Class is located in the drop down menu of the condition builder
Asset Class Name Checks the name of the Asset Class associated to the incoming outage
Asset Location Address 1 Checks the primary Location address of the Asset which is associated to the incoming outage
Asset Location Address 2 Checks the secondary Location Address of the Asset associated to the incoming outage
Asset Location City Checks the city of the Asset associated to the incoming outage
Asset Location Zip code Checks the Zip Code of the Location of the Asset associated to the incoming outage
Asset Status Checks the Asset Status name associated to the incoming outage
Assigned Service Item Checks if the Service item with given name exists in many-to-many table that stores associations between assets and service items
Check Category Name Checks the Category Id of the Asset associated to the incoming outage
Customer has Service Item Checks if the customer to which the incoming outage is associated has a Service Item with specified name
Customer Name Checks the name of the Customer to which the incoming outage is associated
Customer Since Checks the Created Date of the customer to which the incoming outage is associated
Customer Status Checks the status of the customer to which the incoming outage is associated
Location - State Checks the state in which the Asset is located
Outage - Description Checks the description of the incoming outage
Outage - Created Date Checks the creation date of the incoming outage
Outage - Subject Checks the subject of the incoming outage
Previous Ticket - Closed Date Checks the Closed Date of previous tickets associated with prior outages
Previous Ticket - Date of Last Activity Checks the last updated date of previous tickets associated with prior outages
Previous Ticket - Details Checks the details of previous tickets associated with prior outages
Previous Ticket - Opened Date Checks the opened date of previous tickets associated with prior outages
Previous Ticket - Title Checks the title of previous tickets associated with prior outages
Program Level Checks the name of the customer's program level associated to the incoming outage

Portal Ticket Request & Easy Ticket Request Conditions

Condition Display Name Description

Ticket Request Title

Checks the title of the ticket request

Ticket Request Details

Checks the details of the ticket request
Ticket Category Checks the Ticket Request Category. This is only available for Portal Ticket Requests, as there is no way to determine the Ticket Category for Easy Ticket Requests

Contact Email Address

Checks the Contact's email address that is associated to the Ticket Request

Actions

Action Name Description
Set Property

Sets property of the created ticket to one of the available options:

  • Priority
  • Ticket Status
  • Is Taxable
  • Is Billable
  • Description
Create Ticket This is the default action for all workflows
Assign Technician Uses Ticket Routing rules to assign a technician to the created ticket
Assign Service Plan

Assigns a service item by one of two methods:

  • Default Service Item of customer (if configured)
  • Selected Service Plan - assigns a service item which was created using the selected Service Plan. (If the service item that was created by the selected Service Plan is not found, the action does nothing)
Assign Contact

Assigns a Contact to the created Ticket. There is a primary and secondary method of finding and assigning a contact. If the primary option fails, the secondary method is applied.

  • Contact which created Ticket Request - Customer contact that initiated the ticket request
  • Default Customer Contact - if the default Contact for the customer is configured, it will be assigned
  • Named Contact - finds specified contact by email address
Assign Queue Assigns the ticket to the selected Ticket Queue
Do Not Create Ticket

Overrides the Create Ticket action. This action contains 2 rules:

  • Asset Class = 'server', then Action will Create Ticket
  • Asset Class = 'workstation', then Action will not Create Ticket
Set Ticket Issue Type

Assigns the selected Ticket Issue Type and Sub-Issue Type to the ticket

Delete Ticket Request

Deletes Ticket Request.

For example: Your company does not want any tickets created for requests from a specific email address:

Condition : Sender Email Address contains 'Email@domain.com

Action: Delete Ticket Request