Automations

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    Analysts can view existing automations, but only Tikit Administrators can update or create new automations. For details on managing app roles, see Assign users and groups to Application Roles.

    To view Automations settings:

    1. Sign in to the Tikit Web App.
    2. On the page header, select the gear icon gear to open Tikit Settings.
    3. In the left navigation, go to Manage Automations.
    1 Title for automation. Clicking will open the Edit Automation form. 1 of 4 2 The status of the automation based on its last run. Potential values are:
    1. Success Completed successfully.
    2. Failed Did not complete successfully.
    3. Partial Success Automation was partially successful.
    2 of 4
    3 Delete automation. 3 of 4 4 Enable/Disable automation. 4 of 4
    1. Title Title for automation. Selecting the Title will open the Edit Automation form.
    2. Status The status of the automation based on its last run:
      • Success Completed successfully.
      • Failed Did not complete successfully.
      • Partial Success Automation was partially successful.
    3. Delete Delete automation.
    4. Enabled Enable/Disable automation.

    To update an Automation:

    1. To view or update an automation, select its Title. The Edit Automation form will then open.
    1. The Edit Automation form has several sections:
    2. When you are done updating, select OK to save the automation.

    General information like Title, Description, and if the automation is Enabled can be found here.

    1 Title for automation. The only required field. 1 of 3 2 Description of the automation. 2 of 3 3 Flag to enable/disable automation. 3 of 3
    1. Title Title for automation. The only required field.
    2. Description Description of automation.
    3. Enabled Enable/Disable automation. Disabled automations can still be updated, but will not run.

    Determine when an automation runs. Automations support triggering on adding, deleting, or modifying tickets.

    1 The type of entity to add automation to. Options:
    • Ticket
    • User
    1 of 2
    2 The event that triggers, or starts, the automation. Options:
    • Added
    • Deleted
    • Modified
    • Added & Modified – Use this option to trigger an automation on either Added or Modified events without having to make two separate automations.
    2 of 2
    1. Entity Name The type of entity to add automation to:
      • Ticket
      • User
    2. Trigger Type The event that triggers, or starts, the automation:
      • Added A new ticket has been created.
      • Deleted A ticket has been deleted.
      • Modified A ticket has been modified.
      • Added & Modified A ticket has been either created or modified. Great for avoiding managing two separate automations for Added and Modified events.

    If

    Determine if an automation should run. The filtering rules are defined based on the properties of the ticket triggering the automation. Rules are categorized into groups of filters. All groups must evaluate to true to continue to the Do section while the filters within each group can be evaluated with AND(&&) or OR(||) logic by selecting the AND|OR switch in the top left of the group.

    1

    Title of the rule.Click to Edit.

    1 of 8
    2 Select and copy a rule template from the Global Rules list. Work-In-Progress. 2 of 8 3 Toggle between AND (&&) and OR (||) when evaluating the group’s filters:
    1. AND All filters in the group must be true.
    2. OR At at least one filter in the group must be true.
    3 of 8
    4 Add a new filter to a group. 4 of 8 5 Add a new group of filters to the rule. All groups must pass for an automation to continue. 5 of 8 6 Added groups can be deleted. The first group in a rule is required and cannot be deleted. 6 of 8 7 Filter based on the properties of the Ticket triggering the animation.
    Choose a Property to evaluate, an Operator for the type of comparison, and a Value compare with. 7 of 8
    8 Remove a filter from the group. 8 of 8
    1. Rule Title Title of the rule. Click to Edit.
    2. Global Rules Select and copy a rule template from the Global Rules list. Work-In-Progress.
    3. Logical Operator (AND|OR) Toggle between AND (&&) and OR (||) when evaluating the group’s filters:
      • AND All filters in the group must be true.
      • OR At at least one filter in the group must be true.
    4. Add Filter Add a new filter to a group.
    5. Add Group Add a new group of filters to the rule. All groups must pass for an automation to continue.
    6. Delete Group Added groups can be deleted. The first group in a rule is required and cannot be deleted.
    7. Property Filter Filter based on the properties of the Ticket triggering the animation. Choose a Property to evaluate, an Operator for the type of comparison, and a Value compare with.
    8. Delete Filter Remove a filter from the group.

    Each group has a set of Add Filter, Add Group, and Delete Group action buttons. Add Group will add a new group below the current group.

    To add a group:

    • Select Add Group to add a new group below the current group.

    Each group has a set of Add Filter, Add Group, and Delete Group buttons. Add Filter will add a new property filter under the current group.

    To add a filter to a group:

      1. Select Add Filter to add a property filter to a specific group. New blank properties require Property to be selected before the Operator and Value fields are enabled.
      1. Select the ticket Property to filter by.
      1. After selecting a Property, the Operator and Value fields are now enabled.
      1. Select an Operator.

      The Operator and Value fields are based on the data type of the selected Property. Properties can be Strings, Numbers, True/False (Boolean), Dates, and Tags. See the following sections on each type for details.

      1. In the Value field, enter a value to compare with the Property using the Operator. Some Operators like Is Null do not require a value to be entered.

      For example, Title Contains Printer will look for “Printer” anywhere in the Title string like “The Printer is out of ink”, while Ticket Starts With Printer will match strings starting with “Printer” like “Printer is out of ink”.

      Strings include fields like Title, Description, and Name.

      String Operators

      • Equal
      • Not Equal
      • Contains
      • Not Contains
      • End With
      • Not Ends With
      • Starts With
      • Not Starts With
      • Is Empty
      • Not Is Empty
      • Is Null
      • Is Not Null

      Value is a string (e.g., “Printer”, “Product Key”, “Network”, etc.).

      Note that some operators like the “Is Null” and “Is Not Null” operators do not require a value to be set.

      Number properties are numbers and include fields like Ticket Ids.

      Numeric Operators

      • Less
      • Less or Equal
      • Equal
      • Not Equal
      • Greater
      • Greater or Equal
      • Is Null
      • Is Not Null

      Value is a number. Can be entered manually or increased or decreased by 1 with the the spinner buttons by selecting the up and down arrow buttons or by pressing up and down arrow keys.

      Note that the “Is Null” and “Is Not Null” operators do not require a value to be set.

      DateTime properties represent dates and times and include fields like Ticket Created Date, Modified Date, and Resolution Date. The filter values for these properties support either specific Values like ‘1/1/2021 12:00 AM’ or Relative Dates like Today, # Days Ago, and # Days from Now.

      DateTime Operators

      • Less
      • Less or Equal
      • Equal
      • Not Equal
      • Greater
      • Greater or Equal
      • Is Null
      • Is Not Null

      Value is a date and time. Specific dates can be entered manually or by using the date and time pickers by selecting the calendar or clock buttons. Relative Dates are dynamic and can be selected from a dropdown. Several Relative Dates like # Days Ago have additional number input with spinner buttons to increase or decrease the number of Days, Months, Years, etc..

      Note that the “Is Null” and “Is Not Null” operators do not require a value to be set.

      Boolean properties have a value of either True or False and include fields like Closed and IsDeleted.

      True/False (Boolean) Operators

      • Equal
      • Not Equal
      • Is Null
      • Is Not Null

      Value is either True or False. Values are selected from a dropdown. If no value is selected, leaving the Value field blank, then the property’s value will be Null. The “Is Null” and “Is Not Null” operators would be used in that case.

      Note that the “Is Null” and “Is Not Null” operators do not require a value to be set.

      Do

      The Do section is where the action is. This section determines what Properties should be updated by the automation.

      For example, setting Resolution Date automatically when tickets are resolved or setting the Assignee for a ticket to an Analyst based on category.

       

      1 Title to describe the action.
      Click to Edit. 1 of 5
      2 Select and copy an action template from the Global Actions list. Work-In-Progress. 2 of 5 3 What type of action the automation should perform:
      • Create Create a new Ticket or User, matching the Entity Name chosen in the When section.
      • Update Update the properties of the Ticket or User that triggered the automation.
      3 of 5
      4 Property to update.
      Select Add Property to add additional properties to update. 4 of 5
      5 Add a new property to update. 5 of 5
      1. Action Title Title to describe the action. Click to Edit.
      2. Global Actions Select and copy an action template from the Global Actions list. Work-In-Progress.
      3. Action Type What type of action the automation should perform:
        • Create Create a new Ticket or User, matching the Entity Name chosen in the When section.
        • Update Update the properties of the Ticket or User that triggered the automation.
      4. Property Property to update.
      5. Add Property Add a new property to update.

      Picking an Action Type depends on what you would like your automation to do:

      • Create Create a new ticket, using the action’s properties to set its values.
      • Update Update the ticket that triggered the automation, using the action’s properties to update its values.

      Properties can be strings, numbers, datetimes, users, or dropdown list values (e.g., Status, Priority, Categories, etc.).

      To add an action property:

      1. Select Add Property to add a property. Properties require Property to be selected before the Value field is enabled.
      1. Select a ticket Property. After selecting the Property, the Value field will be enabled.

      The Value field is based on the data type of the selected Property. Properties can be Strings, Numbers, True/False (Boolean), and Dates. See the following sections on each type for details. 

      1. Enter a Value for the new action property.

      Strings include fields like Title, Description, and Name.

      Value is a string value like “Printer”.

      Number properties are numbers and include fields like Ticket Id.

      Value is a number. Can be entered manually or increased or decreased by 1 with the the spinner buttons by clicking the up and down arrow buttons or pressing up and down arrow keys.

      The Is Null and Is Not Null operators do not require a value to be entered.

      DateTime properties represent dates and times and include fields like Ticket Created Date, Modified Date, and Resolution Date. These properties support either specific Values like ‘1/1/2021 12:00 AM’ or Relative Dates like Today, # Days Ago, and # Days from Now.

      Value is a DateTime. Specific Dates can be entered manually or using the date and time pickers by clicking the calendar or clock buttons. Relative Dates are dynamic and can be chosen from a dropdown. Some Relative Dates like # Days Ago have additional number input and spinner buttons to increase or decrease the number of Days, Months, Years, etc..

      Boolean properties have a value of either True or False and include fields like Closed and IsDeleted.

      Value is either True or False based on a dropdown selection.

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