Automation rules

Who can do thisApplication Administrator

Rules under Application ManagementHelpdeskAutomations act on the ticket that triggered them, and only on that ticket. Work across products, webhooks and multi-step workflows belong to the separate Juvaro Automation Platform.

Create a rule

1. Click New rule and enter the Rule name.
2. Choose the Trigger.
3. Add Conditions.
4. Add Actions with + Add action.
5. Leave Active on (the default), and tick Run at most once per ticket if the rule should fire only once.
6. Optional: use Test run with a ticket number to check matching. A test run performs no actions.
7. Save. The rule is live as soon as it is saved.

Triggers

• Events: When a ticket is created, When a ticket changes, When the customer replies, When an agent replies, When SLA is at risk, When SLA is breached.
• Timers, with a Period from 1 minute to 366 days: When the customer has gone quiet, When the ticket has been idle, When the ticket has stayed in its status, When the ticket reaches an age. Timers are checked every 15 minutes and fire once per episode. Before you save, a timer rule shows how many open tickets it would fire for.

Conditions

The queue fields (without the "me" options and account team), plus Channel (Email, Portal, Desk, Plan, Lifecycle, Sub-ticket, Automation rule) and Type. With When a ticket changes you also get Status changed, Status changed to, Assignee changed, Assignee changed to, Priority changed, Priority changed to, Customer changed, Tag added and Tag removed. These look at what that one change did, not at the ticket's current state.

Actions

Hand to an agent, Set priority, Add tag, Remove tag, Leave an internal note, Move to a status, Nudge someone (in-app) (the assignee, the customer's account team or one account role), Bring in a co-consultant, Unfold a checklist, Create ticket, Link ticket, Reply to the requester by email, Post a public comment, Copy people on the ticket (CC) and Start a closure warning. A closure warning closes the ticket after a period (Close after) into a closed status you choose; a customer reply or an agent cancels it.

Reply to the requester by email goes as one mail with the ticket's CC list in Cc. Post a public comment sends the "there is an update" notice to the requester and to each CC'd contact, when Email customers when we answer is on. Automated messages never get the technician sign-off.

Replies and comments can use {ticket.number}, {ticket.title}, {requester.name}, {account.name}, {assignee.name}, {warning.days} and {warning.date}. The message editors have a Table button; see Tables in the editor.

Copy people on the ticket (CC)

Copies people on the ticket. Each action row has one source, picked from its dropdown:

• These addresses: fixed addresses that you type in the rule;
• The customer's primary contact(s);
• The customer's VIP contacts.

To copy from more than one source, add another Copy people on the ticket (CC) row for each further source with + Add action.

Someone already on the list is never added twice. It skips the desk's own mailboxes and technicians and notes the skip on the ticket. It never re-adds someone a writer removed, and adding people this way does not count as a ticket change, so it does not trigger "When a ticket changes" rules. The CC chip names the rule that added the person. See Copy people on a ticket (CC).

Good to know

• Without run-once, a rule on When a ticket changes runs again on every matching change. The editor warns you when its actions would add something each time.
• Timer rules cannot create tickets or unfold checklists.
• Changes made by automation do not trigger other rules. Automatic replies from customers never count as a customer reply.
• An automation reply goes out at most once per rule per ticket per 24 hours.
• History per rule and an Activity view across rules are kept for 90 days.