Incident Management automation rules actions
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
Actions are the result of a rule when the conditions are met. You can add multiple actions to a rule.
Table:
Action | Description | Action availability |
|---|
| Adds a contact to the incident and defines contact information. Options: Define Contact Type. Define Is Primary. Define User.
| All rulesets |
| Take no action | All rulesets |
| Sets the permissions for the ticket Options: Set Can Administrate Set Can Edit Set Can View
Grants access to ticket | All rulesets |
| Options: Complete for Milestone Delete for Milestone Reset for Milestone Resume for Milestone.
| All rulesets |
| By Milestone | All rulesets |
| Options: From Everyone From Specific User From Specific Group
| All rulesets |
| Send Email Options: To Affected User To Submitter To all Assignees
To Owner To Resolver To Specific Group
To Specific User
| All rulesets Data event email templates are only available to the specific events to which they are tied. |
| Defines URL of Workflow, evokes workflow, and passes session ID for incident | All rulesets |
| Sets SLA for an incident and define | All rulesets |
| Assign ticket to Service Queue | Process event type rulesets |
| Set Impact for Incident | Process event type rulesets |
| Set incident location | Process event type rulesets |
| Assign Owner for an incident to a specific user | Process event type rulesets |
| Set Priority for Incident | Process event type rulesets |
| Reassign incident to a specific queue | Data event type rulesets |
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