Process and task automation in the Service Desk
Business Rules automate the execution of processes and actions in the Service Desk. Define conditions and the actions that need to happen specific to a business requirement
Route Tickets to the right queue / support team
Define Time triggered automations.
Setup custom notification rules (Email and SMS)
Update fields and ticket status based on workflow criteria.
Auto-Escalate tickets based on Business Requirements.
Predefined actions on the CMDB Assets and CI’s…
- Define all the business rules you need tailored to the specifications of each service.
- Chained business rules: once a rule is applied, another is executed immediately.
- Automated actions: Set up the actions a business rule has to perform: ticket escalation, notification, visual alert, changing the value of ticket attributes…