Adding, editing, and copying workflow rules

BEFORE YOU BEGIN  Before you add your first workflow rule, read the following topic: Autotask workflow rules.

Best practice approach to setting up workflow rules

Adding, editing, or copying a workflow rule

To add, edit, or copy a workflow rule, do the following:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Select the tab that corresponds to the entity the workflow rule will act on.
  1. To create a new workflow rule, click New.
  2. To edit or copy an existing workflow rule, hover over the context menu, and select Edit Workflow Rule or Copy Workflow Rule.

The Workflow Rule page opens.

  1. Complete or edit the General and Notification tabs.
  2. Click Save & Close.

IMPORTANT  Workflow rules are not constrained by ticket category settings. They can update a field to a value that is specifically excluded by the ticket category.

General tab

On the General tab, you enter or edit basic information and configure the following:

  • The entity the workflow rule will act on
  • The events and conditions that will trigger the rule
  • The timeframe for any time-sensitive behavior
  • The updates to the entity and any actions that will be performed when it is triggered
  • Any to-dos that will be created
  • Any ticket notes that will be created
  • Any tickets that will be created

Notification tab

On the Notification tab, you determine the following:

  • Who receives an email notification
  • What the notification email looks like
  • If and how often it will be repeated
  • Who will appear as the sender of the email
  • Whether the notification content will be added to the entity as a note

IMPORTANT  Workflow rules are not applied retroactively. They will only fire on entities that are created or edited after the rule is in place. To force workflow rules to evaluate existing tickets, select Forward/Modify and then save without making any changes.