Help Center
Log in
Log in

How can we help?

Common topics:

AI, Tickets, Agents
Help Center
MSP
IT Department
In this Article:

    Related articles

    1. Atera Support
    2. Library
    3. Ticketing and service management
    4. Tickets

    Commonly-used ticket automation rules

    Emma Greszes
    Set actions that will automatically trigger when triggered by certain ticket activity (e.g., new ticket created, closed, updated). Learn how to set up a basic ticket automation rule as well as time-based ticket automation rules. You can create as many unique automation rules as you'd like, and this article explains how to set up some useful and commonly used rules.

     

    Create ticket automation rule

    1. Go to Admin > Support and ticketing > Ticket automation rules.

    The Ticket Automation Rules page appears.

    2. Click Add New Rule. 

    Add_Rule_window_-_EN.jpg

    The Add Rule window appears. Now, follow the directions below for which commonly-used automation rule you'd like to set up.

    Notify an assigned technician about missing custom field data

    1. To notify an assigned technician about missing custom field data on a ticket, fill in the following rule details:

    • Rule name: Missing custom field
    • Description: Notify technician of a missing custom field in new ticket
    • Trigger: New ticket created
    • Ignore Flow: Yes
    • Active: Yes

    2. Create the Condition to check if a custom field is empty. Then click, Add.

    • Ticket Property: Your specific custom field name
    • Operator: Is Empty

    Note: Optionally repeat this step to add multiple custom fields. If you want the the rule to trigger only when multiple custom fields are empty, select Must match for the fields that apply. Otherwise, leave Must match empty to trigger the rule when at least one field is empty.

    3. Create the Action to send the email notifying the technician:

    4. Click Add.

    Notify technician of a ticket created outside business hours

    1. To notify a technician about a ticket created outside of business hours, fill in the following rule details:

    • Rule name: Ticket outside business hours
    • Description: Notify technician of a ticket created outside of business hours
    • Trigger: New ticket created
    • Ignore Flow: Yes
    • Active: Yes

    2. Create the Condition to check if the time of the ticket creation is outside of designated business hours. Then click, Add.

    • Ticket Property: Event trigger time
    • Operator: Is on calendar
    • Expected value: Select your business hours. 

    Note: The Assigned calendar options is the one associated with the SLA of the site whose ticket triggered the rule. 

    Note: The Assigned calendar options is the one associated with the SLA of the site whose ticket triggered the rule. 

    3. Create the Action to send the email notifying the technician:

    4. Click Add.

    Send an email to customers when a ticket is closed

    Send an email to requester when a ticket is closed

    1. To email customers when a ticket is closed, fill in the following rule details:

    1. To email requester when a ticket is closed, fill in the following rule details:

    • Rule name: Ticket Closed
    • Description: Send email to customer when ticket is closed
    • Description: Send email to user when ticket is closed
    • Trigger: Ticket closed / resolved
    • Ignore Flow: Yes
    • Active: Yes

    2. Create the Action to send the email:

    mceclip10.png
    3. Click Add. 

    Send a survey to customers when a ticket is closed

    Send a survey to requester when a ticket is closed

    1. To send a survey to the customer when a ticket is closed, fill in the following rule details:

    1. To send a survey to the requester when a ticket is closed, fill in the following rule details:

    • Rule name: Send survey
    • Description: Send survey to customer when ticket is closed
    • Description: Send survey to user when ticket is closed
    • Trigger: Ticket closed / resolved
    • Ignore Flow: Yes
    • Active: Yes

    mceclip11.png

    2. Create the Action to send the survey:

    • Action type: Send survey to contact
    • Action type: Send survey to requester

    mceclip12.png

    3. Click Add.

    Automatically assign new tickets to a specific technician

    1. To automatically assign a technician when a new ticket is created, fill in the following rule details:

    • Rule name: Assign technician
    • Description: Assign a specific technician when a new ticket is created
    • Trigger: New Ticket Created
    • Ignore Flow: Yes
    • Active: Yes

    2. Create the Action to assign the ticket:

    • Action Type: Set Field Value
    • Related Field: Technician
    • Value: Select a specific technician

    Note: The Auto Assignment value option will assign technicians in a round robin order. Only technicians with the Include in auto-assignment (Admin > Access roles) permissions will be included in the round robin assignment.mceclip15.png

    3. Click Add.

    Send an email to the technician when a ticket is created

    1. To send an email to the assigned technician when a new ticket is created, fill in the following rule details:

    • Rule name: Email technician
    • Description: Email the assigned technician when a new ticket is created
    • Trigger: New Ticket Created
    • Ignore Flow: Yes
    • Active: Yes

    2. Create the Action to send the survey:

    Note: To send an email to an additional address use the action Send an Email, and enter one or multiple addresses separated by a comma.

    mceclip0.png

    3. Click Add.

     

     

     

    Copyright © Atera Networks Ltd.2023

    apple store app google play app

    AICPA SOC for Service Organizations and ISO 27001 certified