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Automation Rules Configuration

Atera Automation Rules allow you to set actions that will automatically happen when certain system events (triggers) occur.
 
This article will guide you through the basics of the Automation Rules page and show you how to set up some useful and commonly used automation rules: 
  • Send email to customer upon ticket creation
  • Send email to customer upon ticket close
  • Send survey to customer upon ticket close
  • Send email to technician upon ticket creation
  • Set auto assignment upon ticket creation
  • Set auto assignment to technician upon ticket creation

Send email to customer upon ticket creation

1. From the left hand panel click Admin
2. Then click Automation Rules
The Automation Rules page displays.
Click Add New Rule
The Add Rule dialog box displays.

3. Enter details for the new rule:

  • Rule Name
  • Description: Can be the same as Rule Name or more detailed
  • Event: Choose the event that will trigger the rule
  • Ignore Flow: In Atera the top level rule is strongest (e.g if 'email connection allowed' is the top level rule then rules underneath will not apply. Ignore Flow allows this rule to operate regardless of rule hierarchy and structure.

4. Click Add

The Automation Rules page displays. The new Rule is now visible.

5. Click the newly created Rule Name to expand the options

The Conditions and Actions fields display.

Note: Remember we already selected the trigger previously. We will now select what happens when a new ticket creation fires the trigger.
6. Select the Action Type: Send email to contact
Note: If you would also like to send an email to the technician add a new Action and select 'send email to technician' action type.
7. Select the related Email Template
8. Click Add
The new Action is added. You can use the Trash icon to delete and Action if required.

Send email to customer upon ticket close

1. Create another new rule following the steps above. This time our trigger will be 'When ticket closed'
2. Select the appropriate Action Type and Email Template
 
3. Click Add 

Send survey to customer upon ticket close

1. Create a new Rule following the steps above. The trigger will be 'When ticket closed'.

2. Expand the new Rule and add condition:

  • Ticket Fields = Status
  • Operator =  Equal
  • Expected Value = Closed , Must match.
3. Select the Send Survey to Contact Action
4. Click Add

Send email to technician upon ticket creation

1. Add Action Type "Send an Email to Technician", Choose a dedicated template from the 'Email template' Drop-down.


2. If you want to send a notification to an additional email use the action "Send an Email".

3. Click Add
Set auto assignment upon ticket creation
This will auto assign new tickets to a technician in round-robin.
1. Add another action in the "new ticket created automation" rule

2. Add Conditions:

  • Action Type =  New Ticket Created
  • Related Field = Technician
  • Value = Auto Assign
 3. Click Add
Set auto assignment to technician upon ticket creation
1. Add another action in the "new ticket created automation" rule
 

2. Add Conditions:

  • Action Type =  New Ticket Created
  • Related Field = Technician
  • Value = Technician Name
3. Click Add
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