How do I set up automations?

An Automation runs actions automatically based on rules you set. An automation can:

• Check for events (called triggers)

• Perform one or more actions automatically

• Run actions only when certain conditions match

To create an automation:

1. Click on the Settings on the top right corner

2. Go to System. Click on Automations

3. Select ‘New Automation’.

   
4. Give the automation a name:
   
   
   

5. Select an event that trigger the automation when:

   1. A new report is submitted
   2. Workflow transition: when a status changes (e.g.: New --> In progress --> Closed)
   
   

    

   1. 1. If you choose Workflow Transition, pick the status change that will trigger this automation:
         
         
         

6. Select one of the following five actions for your automation:
   1. Assign user: Automatically assigns the issue to a selected user and sends them an email notification. Only users with access to the issue’s domain (or invited users) can be assigned.
   2. Change issue type: Updates the issue to a different type. This option is available only if multiple issue types are set up.
   3. Move issue to domain: Transfers the issue to another domain in your system for proper handling.
   4. Invite user(s) to issue: Grants selected users access to the issue. You can invite a reporter’s manager, an individual user, or a group, and choose their role. Multiple users can be added at once.
   5. Send email notification: Sends an email update to selected users without changing access or assignment. Multiple recipients can be selected at once.
7. Add, remove or reorder actions
   1. Click Add action to include more actions in the same automation.
   2. Click Remove action if you no longer need that action. 
   3. Use the up and down arrows to change the order of actions.
8. Now, you must select your conditions for the automation to run. Set the criteria for when this automation should run. In the Condition field, choose the fields  categorised in Report properties, Intake form, or Forms. And, based on your selection, two more fields will appear:
   1. Select operator: Choose how the value should be compared by =, ≠, >, <, ≤, ≥. The available operators depend on the type of field selected.
   2. Select value: Choose what must match for the automation to run. You can select more than one option if needed.  
   
    
9. Add or remove condition
   1. Click Add condition to include more conditions in the same automation.
   2. Click Remove condition if you no longer need that condition. 
      
10. Then click Save