The Incident Management Process Automation rules consist of rulesets, conditions, and actions. These components let you control your Incident Management process.
See Incident Management Process Automation rules components
See Configuring new automation rules for Incident Management
See Sending an email To Task Assignees
Rulesets function as triggers that initiate a rule to run. Rulesets are classified as either process event or data event types.
Table: Incident Management rulesets
Runs when an incident is created.
Runs when the ownership of a ticket is assigned or changed to a specific person.
Runs when the affected contact verifies the resolution of an incident.
Runs when an incident is assigned to a Service Queue.
Runs when an incident is finally closed .
Runs when a technician edits the details of a ticket.
Runs when an incident is put on hold.
Runs when an incident is removed from hold.
Runs when a closed incident is reopened.
Runs when an incident is resolved.
Runs if the primary contact does not verify the incident within the verification window.
Runs when an SLA is complete late: Initial Response or Resolution.
Runs if an SLA is reached before action is completed: Initial Response or Resolution.
Runs if a contact is added to an incident.
The ruleset is not enabled by default.
Runs if a document is added to an incident. For example, you add an asset to an incident.
Runs when a process reference is added to an incident.
Runs when a task or a subtask assignment is created or changed.
The ruleset is not enabled by default
Runs when a task or a subtask is created.
Runs when a task or a subtask is completed.
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