10.3.8. Scenario Automation

Scenario automation allows a user to apply specific changes to a Request, Problem or Change ticket based on a defined scenario (conditions). An admin can create multiple scenarios each for Request, Problem and Change. He can define access level for each scenario that restricts access to particular technician/technicians or group/groups.

Some of the Benefits of Scenario Automation

  • Make multiple changes to a ticket on a single click.

  • Create a template for a specific kind of tickets.

  • Automate the handling of recurring scenarios.

10.3.8.1. Create a Scenario

Note

The operations requires admin rights.

We are going to create a scenario that assigns a Problem ticket to a particular technician having the tag Server and Priority: High.

  • We go to Admin >> Scenario (Automation).

  • In the scenario page, we can view existing scenarios. We can filter scenarios by module and search them using a keyword.

  • Click on Create a Scenario situated in the top tight corner of the page.

Note

Fields are same for all modules.

  • In the create page, you can input the following:

  1. Name of the scenario.

  2. Module of the scenario.

  3. Define an access level:

    1. Technicians Access Level: Grant access to specific technicians to use the scenario.

    2. Technicians Group Access Level: Grant access to group.groups.

  4. Description of the scenario.

  5. Scenario Actions: Define what operations to perform when scenario conditions are meet.

  • We create the following scenario:

    1. We grant access to the Hardware Group. Only technicians in the mentioned group can execute the scenario.

    2. We define conditions and an action.

figure 2

  • We click Create to save the scenario. Likewise, you can create scenarios for other modules as well.

An admin can enable & disable a scenario from the Scenario page. He can also edit a scenario.

10.3.8.2. Enforcing a Scenario

A technician can enforce a scenario on a ticket from its details view. When a scenario is enforced, the system checks whether the ticket fulfils the scenario conditions; if it fulfils then the scenario implements its actions.

Currently, scenario automation is available in: Request, Problem, Change and Release tickets.

Follow the steps to enforce a scenario:

  • Go to the Details View of a ticket and click on Scenario.

figure 3

  • A dialog box opens showing available scenarios for the module. Here you will view scenarios created by you and scenarios shared with you by others.

    Note

    Creating a scenario requires admin rights.

figure 4

  • Enforce a scenario by clicking on the adjacent Execute button and confirming the operation.