Workflow rule examples

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Following up when a competitor is pursuing an opportunity	If A&E IT, a competitor, is after your opportunity, create a to-do that will remind the Opportunity Owner to follow up with the opportunity contact.	Edited	Competitor Equal to "A&E IT"	None	Create To-Do and assign to the Opportunity Owner to follow up with their contact	None
Notifying the management team of a lucrative opportunity likely to close	When a new opportunity is created with a rating of "Hot" and total revenue $50,000 or more, notify the management team of the potential deal.	Created	Rating Equal to "Hot" Total Revenue Greater than or equal to "50000"	None	None	Send a notification to all appropriate managers regarding the opportunity.
Winning an opportunity	When an opportunity is successfully closed, update the next step, create a to-do for the Opportunity Owner to set up a hand-off meeting with the implementation team, and send a notification to the Implementation Manager.	Edited	Status Equal to "Closed"	Next Step = "Begin implementation"	Create To-Do and assign to the Opportunity Owner to remind them to set up the hand-off meeting	Send a notification to the Implementation Manager.

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Raising the visibility of expiring contracts with the use of a "Renewal Status" Contract UDF and a Widget	When a contract is: Contract Ending In 30 Calendar Days	Ending In	None	Then execute the following actions: Set UDF (Contract): Renewal Status to "1 Needs Renewal Review"	None	None

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Alerting the project team and a customer that a project has been completed	When the project status is "Complete", send an email to the Customer Contacts and Project Team.	Edited	Status Changed To "Complete"	None	None	Send notification to both the Customer Contacts and the Project Team

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Alerting the customer that a service call is set up	When a task's service call is scheduled, set the status to "Waiting Dispatch", set up a to-do for the technician, and send an email to the Customer Contacts.	Edited	Is Service Call Scheduled Equal to "True"	Status = "Waiting Dispatch"	Create To-Do and assign to the technician	Send notification to the Customer Contacts

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Dispatching a technician	When a new service request from Acme Corporation enters through the Client Portal, automatically route the request to Joe Technician and move it to the "Dispatch" queue so Joe can be assigned for an on-site visit to fix the problem.	Created by Client Portal User	Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. Name Equal to "Acme Corporation"	Primary Resource = Joe Technician Queue Name = Dispatch	Optional: Create To-Do and assign to Joe to remind him to set up the visit	Optional: Send email notification to Joe to alert him of the request Send email to Ticket Contact to let them know a technician was assigned
Escalating a ticket when the priority changes	When a ticket is changed to "Critical" priority, move the ticket to the Level 1 queue and create a to-do for the Support Supervisor to assign a resource.	Edited by Anyone	Priority Changed To "Critical"	Queue Name = Level 1	Create to-do and assign to Support Supervisor to remind him to assign a resource to the ticket	None
Notifying the primary resource when the SLA deadline for a device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. is approaching	When a customer's desktop configuration needs service and any of the SLA events are due within one business day, notify the primary resource to expedite resolution.	SLA: First Response Due in 1 Business Days SLA: Resolution Plan Due in 1 Business Days SLA: Resolution Due in 1 Business Days	Device Name Equal to "Desktop Configuration"	None	None	Send email notification to Primary Resource
Sending a survey to the customer	When a ticket status changes to "Complete", send a survey to the Ticket Contact.	Edited by Anyone	Status Changed To "Complete"	None	Then send survey to ticket contact: [Select survey]	None
Handling critical that tickets come in outside normal hours.	When a critical ticket is created before or after regular business hours, or on a weekend, you'll want to notify the queue owner.	Ticket Created	Ticket Priority = Critical Also, in the Time Sensitive area, select Outside Business Hours of radio button	None	None	Send email notification to Queue Owner
Moving an idle, high priority ticket to a queue, emailing repeat notifications to queue members, and escalating priority.	When no one has addressed a high priority ticket for 4 hours, notify all queue members three times. If the ticket still hasn't been touched, escalate it to critical.	Ticket Idle for 4 hours.	Ticket Priority = high Queue = Is Empty	Queue = High Priority Tickets	None	Send 3 recurring notifications to all assigned resources and all Queue Members at 30 minute intervals. Then update Priority to Critical.
Automatically assign tickets queues based issue or sub-issue type.	You can automatically assign a ticket to the queue associated with its issue or sub-issue type and notify the queue owner.	Ticket is Created.	None	Queue Name = Issue/Sub-Issue Type's Queue	None	Send email notification to Queue Owner.
Automatically move Change Request tickets through a multi-level approval process.	When a Change Request ticket is approved by one board, the ticket is moved to require approval from a second board. Note that the ticket will still need to be opened and Request Approval must be selected.	Change Approved by Anyone	Change Approval Status = Approved Change Advisory Board = first level board	Change Advisory Board = second level board	None	Send notification to Change Approvers

Chances are you will find that you need to create multiple workflow rules that are identical except for one condition, for example, setting up the same rule for multiple organization names. In some applications, you would set up multiple (OR) conditions to indicate that the rule should fire when Organization Name equals Organization A, OR Organization B, OR Organization C. With Autotask workflow rules, you can use one of two operators, "In List" or "Not In list", in place of multiple (OR) conditions.

When either of these operators is selected, the condition value field will switch from a single-select drop-down list to a multi-select list box (or multi- select data selector). You will be limited to 20 selections on In List and Not In List conditions.

NOTE   The "In List" enhancement will make it easier to set up new workflow and allow a consolidation of existing workflow rules. With this enhancement, we have established a limit of 200 active workflow rules per customer, for all customers that have 200 or fewer workflow rules. Existing customers with greater than 200 workflow rules will have a limit set to their existing workflow rule count x 110%.

EXAMPLE  Example 1:

Let's look at the first Service Desk example provided in our topic Workflow rule examples.

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Dispatching a technician	When a new service request from Acme Corporation enters through the Client Portal, automatically route the request to Joe Technician and move it to the "Dispatch" queue so Joe can be assigned for an on-site visit to fix the problem.	Created by Client Portal User	Organization Name Equal to "Acme Corporation"	Primary Resource = Joe Technician Queue Name = Dispatch	Optional: Create to-do and assign to Joe to remind him to set up the visit	Optional: Send email notification to Joe to alert him of the request Send email to Ticket Contact to let them know a technician was assigned

Suppose Joe is responsible for on-site work for several organizations. Instead of writing a separate workflow rule for each organization, you could change the Conditions as follows: Organization Name In list: Able, Acme, Brown Bros, Phoenix Group.

With this condition in place, the Updates, Actions, and Notifications occur whenever a service request from any of the listed Organizations enters the Client Portal.

EXAMPLE  Example 2:

This example uses the Service Desk workflow rule that sends a survey to the customer contact when a ticket is completed.

Business Case	Description	Events	Conditions	Updates	Actions	Notifications
Sending a survey to the customer	When a ticket status changes to "Complete", send a survey to the Ticket Contact.	Edited by Anyone	Status Changed To "Complete"	None	Then send survey to ticket contact: [Select survey]	None

Suppose you have one or two customers with a high ticket volume that have asked that they not receive a survey every time a ticket is completed. You can continue to use this rule - just add one more Condition as follows:

Organization Name Not in list, where the list contains the names of those customers who do not want to receive a survey every time a ticket completes.

With this condition, the survey goes out to the Ticket Organization when a ticket is completed unless the ticket Organization Name is on the list.