Workflow Automations

Workflow Automations allow users to construct reusable automations that are versatile and suitable for various functions like managing IT services, handling customer requests, or overseeing internal processes. Automations can also be adjusted to meet specific workflow requirements for your organization's business needs. Automations are designed to streamline your daily tasks by automating routine and repetitive processes to help enhance productivity while reducing the likelihood of errors.

Users with the appropriate role privileges can define rules that trigger specific actions, such as:

  • Electronic assignment or escalation of requests

  • Automatic notification of important developments

  • Follow-up reminders

Automations help ensure timely completion and communication of requested changes and relieve management and staff of many manual tasks. For example, a workflow can be configured to send an e-mail notification before a ticket is due. Once past due, the ticket can be automatically escalated to management. You can also notify certain recipients that an action has occurred on a ticket.

Note: Depending on your role in ChangeGear or the version of ChangeGear you purchased, you may not have access to Automations.

For instructions on using automations when configuring a workflow, see Adding Automations To Actions.

For instructions about managing transitions and conditions for automations, see Adding Conditions to Automations.

Here are some of the different automations you can configure in the Workflow Designer:

  • Notify (formerly Notify via Email) to send email and SMS messages.

  • Run Program (formerly Run Script/Program)to execute a script or program.

  • Assign (formerly Assign/Reassign) to assign or reassign the item to another individual.

  • Write System Log to add a message to the Windows Event Viewer.

  • Edit Field (formerly Edit Value) to change a selected field to a specific value on a ticket.

  • Send Survey to e-mail a link to a survey at a specific frequency.

  • Run Action to move the ticket from one workflow state to another.

  • Run Code to run custom code on the ChangeGear server.

  • Add Task (formerly Spawn a Task) to create a new task.

  • Run Integration to synchronize with third party issue tracking software.

  • Announce to post updates to the Web Announcement Portal.