SLA24 Documentation

Introduction to the Rules Engine

The SLA24 Service Desk rules engine allow you to perform tasks in response to events in the SLA24 Service Desk ticket system.  You can configure the engine to perform tasks in response to the following events:

  • New Ticket
  • Ticket Reply Received
  • Agent Replied To Ticket
  • Status Changed
  • Ticket Closed
  • Ticket Updated
  • Ticket Trashed

When an event is triggered you can decide to perform any of the following actions:

  • Change ticket status
  • Change ticket state
  • Change agent
  • Move ticket to trash
  • Add a note to a ticket
  • Add a reply to a ticket
  • Call a web-hook/HTTP Get/HTTP Post endpoint
  • Send an email
  • Send a Zapier message

When an event is triggered you can decide if an action should be performed based on the attributes of the ticket.  These attributes are:

  • Tags
  • Age of ticket
  • Age from last customer/client reply
  • Age from last agent reply
  • Ticket Status
  • Ticket State
  • Contents of subject line
  • Client Name
  • Client Email Address
  • Client Attributes
  • Client Capabilities
  • Agent Name
  • Agent Email Address
  • Agent Attributes
  • Agent Capabilities
  • Contents of custom field
  • Contents of ticket/reply
  • Date of ticket

Examples of Rules

  • Automatically assign an agent based on the product or department
  • Automatically set the status of a ticket based on who the customer is – escalate tickets automatically for important customers!
  • Update your external CRM system with new tickets by sending information to Zapier
  • Close tickets if your agent sends an email reply with a secret authorization code
  • Automatically delete any ticket that has “out of office” in its title
  • Send an email to the customer when the status changes

The flexibility offered by the rules engine allow you to create hundreds of different rules!

Security

From a security standpoint you can determine which roles can see and use individual trigger and action fields.  Generally, Administrators can see and use everything.

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