Smart Rules in Service Desk provide an efficient way to automate tasks and streamline support operations. Smart Rules will help in automating administrative tasks within a support team, allowing agents to save time and focus on delivering quality customer support. This knowledge base explains the steps involved in creating new Smart Rules and lists the actions that can be automated in Service Desk using them.

Required Permission

Manage Smart Rules Permission

• This is a Team level Permission.

• Only admins or agents with the above permission will be able to manage, create, edit or delete smart rules.

• The admins will be able to manage only the smart rules that are associated to the team(s) they are part of.

How to create a Smart Rule in Service Desk?

1. Navigate to Main Menu > Automate > Smart Rules.

2. Smart Rules for Incidents and Service Requests can be configured in the respective tabs displayed.

3. Click on + button or click on Create a Smart Rule

4. The Create Smart Rule wizard screen will open up. The Smart Rule management module within Service Desk enables you to define smart automation rules based on the below

4.1. Action

• Choose the action that needs to be executed by the Smart Rule.

• Refer below section for the list of actions that can be automated in Service Desk

4.2. Conditions

• Define the conditions that govern when the Smart Rule should be evaluated.

• Attributes for defining the conditions will be available in the dropdown.

• For Match All, ALL of the conditions specified need to be TRUE to trigger the Smart Rule.

• For Match Any, ANY ONE of the conditions specified need to be TRUE to trigger the Smart Rule.

4.3. Smart Rule Title and other settings

• Enter the Name and Description for the Smart Rule. 

• Choose the Work Schedule to which it should be applicable.

  • Default Work schedule will be selected by default.

• Choose the Team(s) to which it should be applicable.

  • The configured Smart Rule will apply only to those Incidents or Service Requests to which it is associated.

  • Only Admins or Agents within the associated teams will be allowed to make changes to the configured Smart Rule based on the permissions

5. Execute smart rule only once when conditions match

• Enable these settings to trigger the Smart Rule exactly only once when the specified conditions are met.

• When Execute smart rule only once when conditions match is enabled, all of the conditions given in the set is considered to be a single entity and when they match, the smart rule is triggered once. The Smart Rule would work again in the same ticket only when one of these parameters has its value changed during a ticket update, evaluates to false and then comes back to true on another ticket update.

6. Enable Smart Rule

• Enable this setting to activate the Smart Rule upon saving.

7. Click on Finish Smart Creating Smart Rule to save and exit.

Actions that can be automated using Smart Rules

1. Send Email 
2. Add Subscribers to a incident or Service Request
3. Set Ticket Properties (Status, Priority, Impact, Urgency, Team, Assignment Groups, Tags)
4. Set Assignee 

Edit Smart Rules 

1. In the Listing page, Click on a Smart Rule to view or edit it.

2. A Smart Rule Details right panel will open on the right side. This is a Preview panel.

3. Click on the Edit button at the top to edit the Smart Rule.

4. Click on the Clone button to create a copy of a Smart Rule.

5. Click on the Delete button to delete the Smart Rule.