Configuring Additional Automation policies

Additional Automation policies change Ticket or Change Request properties when a Ticket or Change Request is created or modified and satisfies a specified condition. You can use an Additional Automation policy when the automation that you need cannot be achieved using other types of Business Policies.

You configure Additional Automation policies in the Customization > Service Desk > Objects > Workflow > Business Policies section as follows:

• To add a new Additional Automation policy:

  1. Click New > Additional Automation. The Object Policy window opens.

  2. Type in the policy name.

  3. Optional: Type in the description.

  4. Under When ticket, specify the condition for the applying the policy:

  1. If you want to specify a condition based on Ticket or Change Request fields' values, select the check box next to Matches [all / any] of the following rules, specify the logic for connecting the rules (all or any), and then use the plus, minus, and ellipsis buttons to add rules.

  2. Under and, select the events that will apply the policy:

  • To apply the policy whenever a new Ticket or Change Request is created, click Object is created.

  • To apply the policy whenever a Ticket or Change Request is modified, click Object is modified.

  • To apply the policy when a Ticket is either created or modified, click Object is created or modified.

  5. Under Then, specify how to assign values to Ticket or Change Request fields when the policy condition is true:

  • Select a Ticket or Change Request field from the drop-down list and enter its new value. Use the plus and minus buttons to create the list of assignments.

  6. Click OK.

• To modify an Additional Automation policy:

  1. Double-click the policy to modify. The Object Policy window opens.

  2. Change the details, as needed.

  3. Click OK.

• To delete an Additional Automation policy:

  • Select the policy to delete and click Delete.

Object Policy window

You use the Object Policy window to create a new policy for Additional Automation or to modify its properties.

Name - the policy name.

Description - the description of the policy.

Enabled - enables the policy.

this section specifies the condition for the escalation. The policy condition consists of 2 parts: the first part contains time interval rules, the second part contains rules based on Ticket or Change Request field values. The second part is optional, it can be turned off.

When ticket - this section specifies the condition for applying the policy. The policy condition consists of 2 parts: the first part contains rules based on Ticket field values, the second part specified the database event when the policy condition should be checked.

Matches [All / Any] of the following rules - the rules based on Ticket or Change Request field values. These rules specify matching criteria that allow you to compare field values with a specific constant or with a macro.

Selecting the check box enables you to add rules and specify the logic for connecting them (all or any).

- adds a rule.

- removes a rule.

- adds a set of rules.

and - this section lets you specify the events that will apply the policy:

Object is created - applies the policy whenever a new Ticket or Change Request is created.

Object is modified - applies the policy whenever a Ticket or Change Request is modified.

Object is created or modified - applies the policy when a Ticket or Change Request is either created or modified.

Then - this section specifies how to assign new values to Ticket or Change Request fields when the policy condition becomes true:

- adds an operation.

- removes an operation.

TIP: For fields of the memo type, you can click the ellipsis button to bring up the Edit text window, where you can type in a long text.

Related Information:

Changing the order of workflow items

Enabling and disabling workflow items

Accessing a workflow item or component by its ID