Overview
ServiceDesk Plus Cloud MSP comes with built-in capabilities that allow users, who have minimal technical expertise, to set up rule-based automations. Administrators can establish a service desk that handles requests on auto-pilot via automations.
The various automation services in ServiceDesk Plus Cloud MSP are listed as follows:
- Business Rules
- Service Level Agreements
- Life Cycle
- Triggers
- Schedules
- Notification Rules
- Closure Rules (Requests, Problems, Changes, Releases)
- Delegation
- Technician Auto Assign
- Asset Auto Assign
- Workflows
- Conflict Detection
The term request is used in this guide to collectively indicate incident/service requests, problem requests, change requests, project requests, and release requests.
The term Requests refers to the incident and service requests module as a whole.
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 Rule | 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 technicians 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 |
Life Cycles | Guides technicians 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, Problems, Assets |
Triggers | Validates data stored in the database and triggers specific actions immediately. Applicable when criteria is matched. | Requests, Problems, Changes, Projects, Releases, Solutions, Assets, CMDB, Purchases, Contracts, Custom Module |
Schedules | Validates data and schedules an action to be executed at periodic intervals. Applicable when the scheduled time is reached. | Validates data from any module |
Notification Rules | Sends automated alerts to requesters, technicians, 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, Problems, Change, Projects, Releases, Solutions, Assets, CMDB, Purchases, Contracts, 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, Problems, Change, Releases, Purchase Orders, and Tasks |
Delegation | Reassign the technician’s workload when the technician is not available. | Requests, Approvals |
Technician Auto Assign | Assigns requests to technicians automatically to ensure even workload distribution in the service desk. Applicable when certain criteria are matched. | Requests |
Asset Auto Assign | Assigns assets to technicians automatically to ensure all assets are utilized by users. Applicable when certain criteria are matched. | Assets |
Workflows | Outlines how a request should progress through various stages and automates actions based on the request stage/status. Applicable based on templates. | Requests, Problems, Changes, Releases, Assets |
Conflict Detection | Set time slots to prevent conflicts during change implementation. | Changes |
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