Automatiseringsacties begrijpen
Create automation rules
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Create automation rules
Automation rules react to durable entity or SLA events. A definition has a versioned condition tree and one or more ordered actions. The supported actions are email and in-app notification. ITSM team assignment uses one versioned assignment policy per ticket type, with a default team and up to two nested exception levels based on the main asset.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Unknown fields, operators, and condition shapes are rejected and never treated as a match.
- Generic email and notification definitions are evaluated independently. An ITSM assignment policy chooses one final team per event.
- A paused assignment policy still owns its ticket type. Archive it to release that scope while keeping history.
- Created and selected status handoffs are sections of one assignment policy. Assigned is not an assignment trigger.
- An email or notification with no resolvable recipients is recorded as failed.
- Configure automations in Automation Center; do not bypass its validation.
- Supported actions are email, in-app notification and team assignment.
- Use Automation Center and its validation.
- Generated SLA definitions may contain multiple ordered actions and are managed only by the SLA builder.
- Open Configuration → Automation Center.
- Choose email, notification, or ITSM assignment.
- For ITSM assignment, choose one ticket type, Created and/or status handoffs, and a default team for each section.
- Add main-asset type or exact-asset exceptions, including one optional nested level. Within each exception, optional Match all and Match any groups use catalog equality or one-of values from the ticket or main asset.
- Save the rule as a draft.
- Review Configuration, History, and Executions, then activate deliberately. Every explicit save creates a recoverable version.
- In assignment History, Go back discards only the current version and returns to its immediate predecessor. After 4 to 3, the next edit is version 4 again; past executions retain their original configuration.
- Review the selected rule’s event, conditions and complete action. Inspect execution history to see why it ran or was skipped.
Expected outcome: The user has reviewed the result of create automation rules in the application.
Aanbevolen werkwijze
- Maak eigenaarschap duidelijk.
- Gebruik statussen en prioriteiten consequent.
Gerelateerde handleidingen
Lees verder in Tickets en aanvragen
Dagelijkse support: tickets, e-mailbeoordeling, taken, uren en goedkeuringen.