Create an ESM Automation Rule

Overview

This how-to article will help App Admins to create Automation Rules for Ticketing applications using the TDAdmin interface. The individual must have App Admin permission to their ticketing application.

What materials do I need?

  • Application Admin access to the UA Enterprise Service Management system
  • TDWorkManagement access

Create Automation Rule

App Admins can create new automation rules as follows.

  1. In TDAdmin click AI and Automation.
  2. Click Automation Rules.
  3. Click + New.
  4. In the New Automation Rule page do the following:
    1. In the Name field enter a descriptive title for the rule (e.g. Route to Accounting)
      Tip
      Automation rules name have a maximum length of 100 characters.
    2. Set the Applies To value to specify when the automation rule should be triggered when a ticket is created, modified, or both.
    3. Set the Evaluation Order (see Automation Rule Best Practices for recommendations).
    4. If the ticket matches the automation rule, and you want stop processing any subsequent rules, leave the Stop on Match box checked. Otherwise, unchecking the option will cause subsequent rules to be evaluated.
    5. In the Description field enter a brief explanation of how the automation rule affects tickets.
    6. Click Save.

Configure Automation Conditions

One, or more, conditions can be specified which must be met for the rule's action(s) to be executed on the ticket. For new Automation Rules five (5) bank automation conditions will exist. These can be removed, or additional ones added as necessary to capture the desire business logic.

  1. In the Column dropdown menu select the desired attribute/field (e.g. Acc/tDept).
  2. In the Operator dropdown menu select the desired operator (e.g. is one of).
  3. In the Value(s) field select the value that must be matched in the new ticket.

Repeat the above steps as necessary to define required conditions.

Tip
Advanced matching conditions can be created using parentheses and the boolean operators of AND and OR by clicking the Show Advanced button. Refer to a filtering condition by its number in the list. For example "(1 OR 2) AND 3".

Configure Automation Actions

One, or more, actions can be specified that will be applied for every ticket that matches the rule's conditions.

  1. Select the relevant action.
  2. Select the appropriate value from the dropdowns and/or lookup fields.
  3. Once all desired actions/values have been selected for the rule, click Save.
Note
While it is possible to select all actions, in practice you will typically only select a few at most for a given rule.

Activate Automation Rule

  1. On the newly created Automation Rule Detail page, click Edit button.
  2. Click the Active checkbox.
    Tip
    Active automation rules will not take effect until at least one condition is specified. Thus, a rule must both be Active and have at least one configuration rule before it is evaluated upon ticket creation.
  3. Click Save.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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