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.
- Click Settings > Tickets & Workflows > Workflow Access Groups.
- Click Add to create the new Access Group.
- Enter a name for the Access Group and select the Workflow Event Type.
- Choose the customers you would like to add to the Access Group.
- Enable the Access Group when you are ready to turn on Workflows and Rules for the selected customers.
- Save the Access Group.
Create Workflow Rules
- Click Settings > Tickets & Workflows > Workflow & Rules.
- 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.
- 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
- Click the condition to expand it's options.
- 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.
- Select a Condition Operator (equals, not equal (!=), contains, includes, starts with).
- 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.
- Click to add more conditions or condition blocks to the rule.
- Click Actions and select an action from the list.
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.
- 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.
- Continue to add rules to your workflow to cover additional scenarios, and save the rule when it is complete.
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.
Create Ticket and Do Not Create Ticket are not editable actions.
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.
|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|
Checks the body of the incoming email
|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|
|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|
Sets property of the created ticket to one of the available options:
|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:
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.
|Assign Queue||Assigns the ticket to the selected Ticket Queue|
|Do Not Create Ticket||
Overrides the Create Ticket action. This action contains 2 rules:
|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