Automation rules

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Overview

Automation rules are used to automate repetitive tasks and processes associated with the investigations. These rules can be configured to execute specific actions based on triggers and conditions defined by you.

Setting up automation rules

Accessing the Automation rules section

Navigate to the ‘Settings’ menu found on the upper right side of the dashboard. Click Admin.

In the Admin console, move cursor to left to view side navigation. Click Automation rules to open the section.

Creating a new rule

Click on ‘Add new rule’ button (denoted by a plus + sign) located at the top of the automation rules page.

Enter a name for the rule that describes its purpose for easy identification.

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Click Enable and specify a sequence. Then, click Save and close to start adding further details.

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Select the trigger event that will activate the rule (e.g., case creation, data update). Save the information and close the form.

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Specify the condition under which the rule should execute (e.g., when a case status changes to ‘active’). Then, click Save and close.

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Choose the action that will take place when the conditions are met (e.g., send an email, update a field). Then, save and close the form.

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Example: Case escalation rule

Name: Escalate high priority cases.
Trigger: Case status update.
Conditions: If case priority is set to ‘high’ and status changes to ‘under review’.
Actions: Send an email to the department head and change case handler.

Managing automation rules

Editing an existing rule

Find the rule you want to modify from the list on the automation rules page.
Click ‘edit’ next to the rule.
Make necessary changes and click Save to update the rule. Disabling or deleting a rule
To disable a rule, uncheck ‘Enable’ in the form.
To delete a rule, click the ‘delete’ button next to the rule. Confirm deletion in the dialog box.

Best practices

Regularly review your automation rules to ensure they align with current processes.
Document changes to rules to keep team members informed.
Test rules in a controlled environment before deploying them widely.

FAQs

Can I create multiple actions under one rule?

Yes, multiple actions can be assigned to a single rule, allowing complex automated processes.

How do I ensure my automation rules do not conflict?

Carefully plan and test rules to ensure triggers and conditions are unique and do not overlap in a way that could cause conflicts.

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