Case automation rules

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Overview

With Case Automation Rules, you can automate actions based on predefined rules, reducing manual effort, improving response times, and ensuring consistency across case workflows.

Configuring automation rules

To configure automation rules:

  1. Navigate to Case Management > Settings.
  2. Select the project you want to create automation rules for.
  3. Select Automation.
  4. Click New Rule.
Screenshot of the Create Automation Rule dialog in a case management system. The dialog includes steps to set when to evaluate the rule, specify workflow for rule match, name the rule, and set its status.

Add the following to your configuration:

  1. Define a trigger - Choose when an automation rule should run:
    1. Upon case creation
    2. When a case’s status changes
    3. When a case attribute is added or deleted
  2. Select a workflow - Leverage Workflow Automation to automate actions such as:
    1. Assigning the case to a team member
    2. Adding comments
    3. Closing a resolved case
  3. Enable and name your rule - Set a descriptive name for the rule and choose to enable or disable it.

Further reading

Documentation, liens et articles supplémentaires utiles:

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