Process Automation

Use Process Automation to automate your forms and their workflows. The Process Automation feature is based on rules. Rules are composed of events and conditions. When the events and conditions are met, actions and notifications can be scheduled to occur automatically. Rules can be applied to a form or set up to start other processes outside of the form like creating a new item.

Rules can also be applied to tickets, but notifications for ticket rules can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications.

  1. On the top menu bar, click System Management ( ) > Administration tab > Work Management > Process Automation
  2. On the Process Automation Summary page, in the upper-right corner, click Create New Rule

  3. In the Rule Settings window, enter the rule name

     

    Field Description
    For Tickets Rule applies only to tickets. Notifications for ticket rules can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications
    For Work Items Rule applies only to items (forms)
    Rule Name The name of the rule

     

  4. Click Save
  5. To make edits, see Edit Rules, step 2, below

 

  1. On the Process Automation Summary page, in the Process Name column, click Process Name of the rule you want to edit.

  2. Edit the rule by adding or editing Forms (items), Events, Conditions, Actions, and Notifications, as needed. When making rules for tickets, forms are not relevant and notifications can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications.

    Apply Rule to? All Forms setting
    All forms (default) Click Y
    Some forms
    1. Click N
    2. In the window to the right, click +Add Form and choose a form from the dropdown list
    3. Click Add Form

     

    Events trigger actions or notifications (2d).

    1. Choose the events that cause the process rule to be applied by checking the boxes

      • Assigned/Unassigned
      • Attachments added
      • Item created
      • Item updated
      • Put in/Removed from folder
      • Status changed
      • Time scheduled
      • Work started/ended

       

      • Assigned/Unassigned
      • Created
      • Responded
      • Smart Score calculated
      • Put in/Removed from folder
      • Work started/ended

       

     

    Use conditions to limit the scope of the rule to certain items, folders, dates, responsibilities, etc.

    1. To add a condition to a rule, click +Add Condition. Result: The Condition Info window appears

    2. In the Condition Type dropdown list, click a condition:

      Items: Conditions

      General conditions apply to all forms. All other conditions, listed under form names, are specific to an individual form.

      • Assignment Info
      • Created Info
      • Due Date
      • Folder Info
      • Last Assignment
      • Last Folder Info
      • Responsibility Area
      • Schedule Date
      • Status
      • Valid: All required fields are filled in

       

      Tickets: Conditions

      • Keyword Info
      • Registration Code
      • Ticket Type
      • Ticket Type Category

       

      • Facility Location
      • Facility Type
      • Response
      • Responsibility Area
      • Ticket Assigned To
      • Ticket Folder

       

      Your company’s smart scores. See Smart Scores

       

    3. Once the condition is selected, choose an option for filtering on the condition. The options for filtering change based on the condition type
    4. Click Save to save

     

    Actions automatically occur when the Events and/or Conditions are met.

    1. Add an Action. Some actions may require you to:

      • Choose a value for the action from a second dropdown list
      • Choose to schedule a date and time for the Action to be performed by the system

      You may have additional options depending on your selection

      Item Actions

      • Always create new [item]
      • Assign/Unassign
      • Change status
      • Create [item] if one does not exist
      • Put in folder
      • Schedule when action happens

      Ticket Actions

      • Always create new [item]
      • Create [item] if one does not exist
      • Set Ticket Classification: Classifications are a way to tag tickets for reference or reporting purposes. Classifications are defined by your company. See Options > Additional Classification for Tickets
      • Schedule when action happens

       

      Link this item to nearby items.

      1. To link to nearby items, click +Add Link to Nearby Items. Result: The Link to Nearby Item Info window appears

      2. Select the conditions that must be met to link to nearby items:

        Condition Description
        Created Date

        The creation date of the items to be linked to

        • Days in the past: The number of days from the present into the past. Items with creation dates in this period are linked

        Created Date is only available for All and All Open statuses
        Distance The distance within which items will be linked in feet or miles
        Item Type Item types are defined by your company
        Status of Item

        All: All statuses (all items with statuses)

        All Open: All items with open statuses

        Open and Created within 5 days: All items that are open and recently created

         

      3. Click OK to save

       

      Use notifications to inform people that a rule has been applied. Notifications for ticket rules can be sent only with the message type Device Message Format. For other kinds of notifications for tickets, see Ticket Notifications.

      1. To add a Notification, click +Add Notification. Result: The Notification Info window appears

      2. In the Recipients dropdown list, choose the Recipients and their email addresses, SMS number (phone number for SMS text messages), or Rotational Dialing Profile. If creating a ticket notification, Company Device is the only option.

        Recipient Description

        Company Device

        (This is the only way to send a ticket notification from a rule. For other kinds of notifications for tickets, see Ticket Notifications)

        Recipient: List of company devices and protocols
        Email Address

        Recipient

        • Email address of company users: Choose email addresses of company users to receive the notification

        • Email address specified in the notification: Type the email addresses to receive the notification

        • Email address of the user assigned: The user to whom the item is assigned receives the notification
        Rotational Dialing Profile Recipient: In the dropdown list “Enter one number per line” choose the rotational dialing profile
        SMS Number

        Recipient

        • SMS numbers: Type the SMS numbers to receive the notification

        • SMS numbers of company users: Use the search box to find users. Click X to clear search

        • SMS numbers of the user assigned: The user to whom the item is assigned receives the notification
        Voice Call Number

        Recipient

        • Voice Call numbers: Type the numbers to receive the notification

        • Voice Call number of company users: Use the search box to find users. Click X to clear search

        • Voice Call number of the user assigned: The user to whom the item is assigned receives the notification

         

      1. Select the Message Type from the dropdown list (each recipient has different message types):

        Message Type Description

        Company Devices

        Device message format: Sends item data to the Devices you choose. Webhook is the only protocol supported. Your company's devices determine the data format:

        Devices are listed at the bottom of the Notification Info window

        (The device message format is the only way to send a ticket notification from a rule. For other kinds of notifications for tickets, see Ticket Notifications)
        Email

        • Fields I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window

        • Message specified in the notification: Type the message to be sent in the notification

        • Template: Choose the appropriate Message Templates (If your company uses templates)

        • Text of the item: The complete text of the item

        Rotational Dialing Profile

        • A message specified in the notification: Type the message to be sent in the notification

        • Fields that I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window

        SMS Number

        • A message specified in the notification: Type the message to be sent in the notification

        • Fields that I specify from the item: Choose fields to send in the notification. Fields are listed at the bottom of the Notification Info window

        Voice Call Number

        Voice message

        • Greeting: The introduction or salutation

        • Voice Body: The text of the message. Use Add Field to pull in data from your choice of the item’s fields

        • Goodbye: The closing

         

      2. Optional. Click the "Include a link to the item" box to add a link to the item the notification is about (not available for Device Message Format message type)

      3. Type the subject of the notification (not available for Device Message Format message type).

        Information from fields can be put in the subject line of the email by typing the field name in double brackets. For example, if a Location field named "Address" contains a city, state, zip code, and county, then to make this information appear in the subject line of the email, type this: [[Address]]

      4. Click the Schedule dropdown list to define the schedule for the Notification. You may have additional options depending on your selection
      5. Click OK to save

       

      The only action available for related items is changing their status

      • Form Name: The form used to create the related items
      • Action Name: Change status
      • For:
        • All related items
        • Only most recently created items
        • All open related items
      • To (Status)
        • Closed
        • Open
      • Schedule: Choose when status change happens

       

    2. Click OK to save

     

  3. Save the rule (or click Cancel to cancel the Process):

    • Save: Saves the rule as a draft without activating it (the rule will not be enforced)
    • Save and Activate: Saves the rule and activates it (the rule is enforced as soon as you save it)

 

You can search and filter in any order or combination.

  1. In the upper-left corner, type a search in the search box
  2. Click Search ( ). Result: Search results appear with your search terms highlighted
  3. Optional. To erase the search term and results, click X.

 

Use filters to limit the rules displayed or to limit the search. To see tickets only, in the Item Type filter, choose Tickets

To show or hide the filters, click Filter ().

 

There are two ways to view the history of changes to Processes:

  1. On either the Process Automation Summary page or a Process page, in the upper right corner, click History.

  2. In the History window:

    Page Description
    Process Page The list of all changes and the person who performed them
    Process Automation Summary Page The list of all changes to all processes and the people who performed them

    Click Show Changes to see a description of the change