Automations in SupportCenter Plus

Automations in SupportCenter Plus

SupportCenter Plus comes with built-in capabilities that allow users, who have minimal technical expertise, to set up rule-based automations. Administrators can establish a support center that handles requests on auto-pilot via automations.

 

The various automation services in SupportCenter Plus are listed as follows:

  • Business Rules

  • Service Level Agreements

  • Request Life Cycle

  • Custom Triggers

  • Request Timer Actions

  • Notification Rules

  • Closure Rules

  • Support Rep Auto Assign

  • Custom Schedule

  • Closure Code

 

Automations - A Comparison   

You can employ multiple automation rules on a request at different stages of its life time. Each automation rule has a unique objective and an application pattern. Refer to the table below to understand how the automation rules operate uniquely:

 

Automation Rules

Objective and Application

Modules from where the data is validated

Business Rules

Validates incoming data with respect to business operations before storing it in the database and executes actions immediately.

Applicable when criteria is matched.

Requests

Service Level Agreements

Defines the time within which support reps and support groups must respond and resolve requests. SLA violations can be escalated to ensure faster resolution of requests.

 

Applicable when criteria is matched

Requests

Request Life Cycle

Guides support reps throughout request handling and automates actions based on the request status. This ensures the request follows a standard flow.

Applicable based on the request template.

Requests

Custom Triggers

Validates data stored in the database and triggers specific actions immediately.

Applicable when criteria is matched.

Requests (and their associated tasks)

Request Timer Actions

Executes an action automatically when a particular time is reached or if a certain amount of time has passed.

Applicable when criteria is matched.

Requests

Notification Rules

Sends automated alerts to contacts, support reps, and other stakeholders to keep them informed of various happenings in a request.

 

Applicable when an event occurs in the service desk and the relevant notification is enabled.

Requests, Solutions, Contract, Reports (and their associated approvals/tasks)

Closure Rules

Ensures the necessary information is collected and the specified actions are executed before closing a request.

Applicable when a request reaches the Closed status.

Requests(and their associated tasks)

Support Rep Auto Assign

Assigns requests to support reps automatically to ensure even workload distribution in the support center.

Applicable when certain criteria are matched.

Requests

Custom Schedules

Validates data in the generated reports and schedules an action to be executed at periodic intervals.

Applicable when the scheduled time is reached.

Validates data from any module via Reports

 

 

 

SupportCenter Plus automations applied during a request lifetime

Execution Order of Automation Rules   

Sometimes, multiple automation rules may be applicable to a request after it is created or edited. In such cases, a clear order of execution is defined in SupportCenter Plus as shown below.

 

Execution order of automation rules in incident and service requests:

  

 

Notification Rules, Closure Rules, and Custom Schedules can be executed anytime.

 

 

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