Adding Automation to Actions

You can set up and enable workflow automations to run when actions are performed. To add an automation:

  • Identify which actions require automations

  • Know what automations should run and in what order

In this scenario, we are automatically notifying certain recipients that an action has occurred on a ticket. For example, the default behavior of the Submit action is to automatically send an e-mail to all task implementers.

Note: When adding multiple automation steps to an action, the steps are executed in order, i.e., if you have a notification and an edit value automation step and you want the edit value step to be executed first, list the edit value step first.

To add or edit a Notify automation for an existing action: 

  1. In Design Studio, click All Apps, or navigate to the desired app (i.e. Change), then select Workflows. All workflows are displayed.

  2. Select an existing workflow to modify. You can either create a copy of the workflow or open the workflow in Design Mode, then save it as a new workflow. If saving as a new workflow, name the workflow and click OK.

  3. In the Left Panel under States, click a state to view available transitions, then select a transition to view the corresponding action, the list of automations to be executed (displayed in the action flow designer) and the action properties in the right panel.

  4. To add an automation, hover over a transition line below the Action to view and click the icon. For this example, select the Notify action in the Select automation... drop-down. The Automation Properties Panel displays.

  5. To edit an existing automation, select the action and click within the automation. The Automation Properties Panel displays.

  6. In the Settings tab.

    1. Modify the Name and Description fields as necessary.

    2. Under Email and/or SMS, select the toggle to enable/disable the communication template. Click the Pencil Icon if you wish to modify the communication template.

    3. To add recipients, click the button and double-click a recipient, or select a recipient and click Add. You can select recipients from the Users, Teams, Roles, Dynamic Roles, or Contacts tabs.

    4. Click to Save.

  7. In the Rules tab, use the Criteria Builder to add conditions to the automation.

  8. Click the three-dot menu to Save or Publish the workflow.

To create a new action and add a Notify automation: 

  1. In Design Studio, click All Apps, or navigate to the desired app (i.e. Change), then select Workflows.

  2. Select an existing workflow to modify. You can either create a copy of the workflow or open the workflow in Design Mode, then save it as a new workflow. If saving as a new workflow, name the workflow and click OK.

  3. In the Left Panel under States, click a state to view available transitions, then click the Add Transition button.

  4. Select an end state from the To drop-down, select a Name, then click OK.

  5. In the action flow designer, hover over the connecting line below the Action to view and click the icon. A new Automation selector displays.

  6. In the drop-down, select the Notify (formerly referred to as Notify via Email) automation option.

  7. Click the three-dot menu to Save or Publish the workflow.

To remove an automation from an action: 

  1. In Design Studio, click All Apps, or navigate to the desired app (i.e. Change), then select Workflows.

  2. Open a workflow. In the Left Panel under States, select an action to view the Properties Panel.

  3. Click the within the Action card to delete the automaton.

  4. To finalize the change, click the three-dot menu to Save or Publish the workflow.