Log in

How can we help?

  1. Atera Support
  2. Atera IT Department
  3. Service Desk
Help Center

    Set Up Commonly-Used Ticket Automation Rules (IT Departments)

    This article provides instructions for the Atera for IT Departments platform.
    Ticket Automation Rules enable you to set actions that will automatically trigger when certain ticket actions occur (e.g., new ticket created, closed, updated). Learn how to set up a basic ticket automation rule. 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 including:
     

    To email users upon ticket creation:

    1. From the left-hand panel click Admin.
    mceclip0.png

     

    2. Then click Ticket Automation Rules.

    The Ticket Automation Rules page appears.
    mceclip1.png

     

    Click Add New Rule.
    The Add Rule form appears.
    mceclip5.png

    3. Enter details for the new rule:

    • Rule Name
    • Description: Can be the same as the Rule Name or more detailed
    • Trigger: Choose the event that triggers the rule, in this case 'New Ticket Created'
    • Ignore Flow: On the Automation Rules page, the rule listed first is dominant so if the rule contradicts or conflicts with other rules beneath it, then those rules will not apply. Ignore Flow allows this rule to operate regardless of rule hierarchy and structure. 

    4. Click Add.

    The Ticket Automation Rules page appears. The new rule is now visible.

    mceclip6.png

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

    The Conditions and Actions fields appear.

    mceclip8.png
    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 an Email to User

    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.

     
    mceclip5.png

     

    7. Select the related Email Template (learn how to create an email template).
    8. Click Add.
    The new Action is added. You can use the Trash icon to delete an Action if required.

     

    Important Note: 

    If your user replies to the automated email, you'll want their comment to appear on the existing ticket (not a new ticket, unintentionally created by the email).

     

    To ensure the comment is added to the existing ticket:

    Begin the ‘New Ticket Created’ email template’s subject with the following snippet: [#{[Ticket Number]}]

    Failure to do so will results in the creation of a new ticket if the user replies to the automated email.

    Check out this video that explains how to create the New Ticket Created automation rule. 

     

    Send an email to users upon ticket close

    To email users upon closing of a ticket:

    1. Create another new rule following the steps above. This time our trigger will be 'Ticket Closed/Resolved'.
    mceclip10.png

     

    2. Select the appropriate Action Type and Email Template (learn how to create an email template).
    mceclip11.png
    3. Click Add. 

     

     

    Send a survey to users upon ticket closure

    To send a survey to users upon closing of a ticket:

    1. Create a new rule following the steps above. The trigger will be 'Ticket Closed/Resolved'.
    mceclip13.png

    2. Select the Action Type Send Survey to Requester.

    mceclip14.png
    3. Click Add.
     

    Set auto-assignment of tickets to technicians in round-robin rotation, upon ticket creation

    This will auto-assign new tickets to technicians, in a round-robin rotation.

    To auto-assign new tickets:
    1. Add another action in the 'new ticket created automation' rule.
    mceclip0.png

    2. Add Conditions:

    • Action Type =  Set Field Value
    • Related Field = Technician
    • Value = Auto Assignment
     3. Click Add.

    Note: You can exclude technicians from the round-robin rotation by creating and assigning them a role with the 'Ticketing Automated Assignment' permission turned off. Learn more about creating roles.

    mceclip1.png

     

     

    Set auto-assignment to a specific technician upon ticket creation

    To set auto-assignment to a technician upon ticket creation:

    1. Add another action in the 'new ticket created automation' rule.
    mceclip3.png
     

    2. Add Conditions:

    • Action Type =  Set Field Value
    • Related Field = Technician
    • Value = Technician Name

    Send an email to the technician upon ticket creation

    To send an email to the technician upon ticket creation:

    1. Add Action Type 'Send an Email to Technician', Choose a dedicated template from the 'Email template' dropdown.

    mceclip4.png

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

    3. Click Add.

     
    Still have a question? Contact us
    Dragos Tulbure

    Related articles