Process Automation

1. On the top menu bar, click System Management ( ) > Administration tab > Work Management > Process Automation
2. On the Process Automation Summary page, in the upper-right corner, click Create New Rule

3. In the Rule Settings window, enter the rule name

                                                                                                        

   Field	Description
   For Tickets	Rule applies only to tickets. Notifications  for ticket rules can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications
   For Work Items	Rule applies only to items (forms)
   Rule Name	The name of the rule

    
4. Click Save 
5. To make edits, see Edit Rules, step 2, below

1. On the Process Automation Summary page, in the Process Name column, click Process Name of the rule you want to edit. 

2. Edit the rule by adding or editing Forms (items), Events, Conditions, Actions, and Notifications, as needed. When making rules for tickets, forms are not relevant and notifications can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications.

                                                                       
   2a: Forms       

   Apply Rule to?	All Forms setting
   All forms (default)	Click Y
   Some forms	lick N In the window to the right, click +Add Form and choose a form from the dropdown list Click Add Form

   2b: Events     

   Events trigger actions or notifications (2d). 

   1. Choose the events that cause the process rule to be applied by checking the boxes

                                                                                          
      Item Events   

      • Assigned/Unassigned
      • Attachments added
      • Item created
      • Item updated
      • Put in/Removed from folder
      • Status changed
      • Time scheduled
      • Work started/ended
                                                                                          
      Ticket Events     

      • Assigned/Unassigned
      • Created
      • Responded
      • Smart Score calculated
      • Put in/Removed from folder
      • Work started/ended
                                                                       
   2c: Conditions  

   Use conditions to limit the scope of the rule to certain items, folders, dates, responsibilities, etc.

   1. To add a condition to a rule, click +Add Condition. Result: The Condition Info window appears

   2. In the Condition Type dropdown list, click a condition:

                                                                                          

      Items: Conditions                                                                                    

                                                                                          
      General                                                                                        

      General conditions apply to all forms. All other conditions, listed under form  names, are specific to an individual form.

      • Assignment Info
      • Created Info
      • Due Date
      • Folder Info
      • Last Assignment
      • Last Folder Info
      • Responsibility Area
      • Schedule Date
      • Status
      • Valid: All required fields are filled in

                                                                                              

      Tickets: Conditions

                                                                                          
      Ticket Info   

      • Keyword Info
      • Registration Code
      • Ticket Type
      • Ticket Type Category
                                                                                          
      Locate Info     

      • Facility Location
      • Facility Type
      • Response
      • Responsibility Area
      • Ticket Assigned To 
      • Ticket Folder
                                                                                          
      Scores 

      Your company’s smart scores. See Smart Scores

       

   3. Once the condition is selected, choose an option for filtering on the condition. The options for filtering change based on the condition type
   4. Click Save to save

                                                                               

    

                                                                       
   2d: Actions     

   Actions automatically occur when the Events and/or Conditions are met.

   1. Add an Action. Some actions may require you to: 

      • Choose a value for the action from a second dropdown list
      • Choose to schedule a date and time for the Action to be performed by the system
      • You may have additional options depending on your selection
        

   2.  You may have additional options depending on your selection                                                                                            

      Actions                                                                                        

      Item Actions

      • Always create new [item]
      • Assign/Unassign 
      • Change status 
      • Create [item] if one does not exist 
      • Put in folder 
      • Schedule when action happens

                                                                                                  

      Ticket Actions

      • Always create new [item]
      • Create [item] if one does not exist 
      • Set Ticket Classification: Classifications are a way to tag tickets for reference or reporting purposes. Classifications are defined by your company. See Options > Additional Classification for Tickets
      • Schedule when action happens

                                                                                                  

       

      Link to Nearby Item           

      Link this item to nearby items.

      1. To link to nearby items, click +Add Link to Nearby Items. Result: The Link to Nearby Item Info window appears

      2. Select the conditions that must be met to link to nearby items:

                                                                                                                                                           

         Condition	Description
         Created Date	The creation date of the items to be linked to                                                                                                                       Days in the past: The number of days from the present into the past. Items with creation dates in this period are linked                                                                                                                       Created Date is only available for All and All Open statuses
         Distance	The distance within which items will be linked in feet or miles
         Item Type	Item types are defined by your company
         Status of Item	All: All statuses (all items with statuses)                                                                                                                      All Open: All items with open statuses                                                                                                                      Open and Created within 5 days: All items that are open and recently created

                                                                                                             

          

      3. Click OK to save 

                                                                                                  

       

      Notifications   

      Use notifications to inform people that a rule has been applied. Notifications  for ticket rules can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications.

      1. To add a Notification, click +Add Notification. Result: The Notification Info window appears

      2. In the Recipients dropdown list, choose the Recipients and their email addresses, SMS number (phone number for SMS text messages), or Rotational Dialing Profile. If creating a ticket notification, Company Device is the only option. 

                                                                                                                                           

         Recipient	Description
         Company Device                                                                                                                        (This is the only way to send a ticket notification from a rule. For other kinds of notifications for tickets, see Ticket Notifications)	Recipient: List of company devices and protocols
         Email Address	Recipient Email address of company users: Choose email addresses of company users to receive the notification Email address specified in the notification: Type the email addresses to receive the notification Email address of the user assigned: The user to whom the item is assigned receives the notification
         Rotational Dialing Profile	Recipient: In the dropdown list “Enter one number per line” choose the rotational dialing profile
         SMS Number	Recipient SMS numbers: Type the SMS numbers to receive the notification SMS numbers of company users: Use the search box to find users. Click X to clear search SMS numbers of the user assigned: The user to whom the item is assigned receives the notification
         Voice Call Number	Recipient Voice Call numbers: Type the numbers to receive the notification Voice Call number of company users: Use the search box to find users. Click X to clear search Voice Call number of the user assigned: The user to whom the item is assigned receives the notification

                                                                                                             

          

      1. Select the Message Type from the dropdown list (each recipient has different message types):

                                                                                                                                              

         Message Type	Description
         Company Devices	Device message format: Sends item data to the Devices you choose. Webhook is the only protocol supported. Your company's devices determine the data format:  The JSON format is item data defined in Integration Configuration Message Templates can also be sent to web devices in JSON format (If your company uses templates)                                                                                                                      Devices are listed at the bottom of the Notification Info window                                                                                                                      (The device message format is the only way to send a ticket notification from a rule. For other kinds of notifications for tickets, see Ticket Notifications)
         Email	Fields I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window Message specified in the notification: Type the message to be sent in the notification Template: Choose the appropriate Message Templates (If your company uses templates) Text of the item: The complete text of the item
         Rotational Dialing Profile	A message specified in the notification: Type the message to be sent in the notification Fields that I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window
         SMS Number	A message specified in the notification: Type the message to be sent in the notification Fields that I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window
         Voice Call Number	Voice message Greeting: The introduction or salutation Voice Body: The text of the message. Use Add Field to pull in data from your choice of the item’s fields  Goodbye: The closing

                                                                                                             

          

      2.  Optional. Click the "Include a link to the item" box to add a link to the item the notification is about (not available for Device Message Format message type)

      3. Type the subject of the notification (not available for Device Message Format message type).

                                                                                                             

         Information from fields can be put in the subject line of the email by typing the field name in double brackets. For example, if a Location field named "Address" contains a city, state, zip code, and county, then to make this information appear in the subject line of the email, type this: [[Address]]

      4. Click the Schedule dropdown list to define the schedule for the Notification. You may have additional options depending on your selection
      5. Click OK to save 

                                                                                                  

       

      Related Item Action   

      The only action available for related items is changing their status 

      • Form Name: The form  used to create the related items
      • Action Name: Change status
      • For: 
        • All related items
        • Only most recently created items
        • All open related items
      • To (Status)
        • Closed
        • Open 
      • Schedule: Choose when status change happens

                                                                                                  
   2. Click OK to save 

                                                                         

3. Save the rule (or click Cancel to cancel the Process):

   • Save: Saves the rule as a draft without activating it (the rule will not be enforced)
   • Save and Activate: Saves the rule and activates it (the rule is enforced as soon as you save it)

You can search and filter in any order or combination.

1. In the upper-left corner, type a search in the search box
2. Click Search ( ). Result: Search results appear with your search terms highlighted
3. Optional. To erase the search term and results, click X.