You may often find yourself elaborating on your Rules (automations) in your iiQ platform, especially as you get more and more comfortable with the system and its functions.
If you have found that you’ve been building a lot of rules and they are getting difficult to look through, or if you’re planning an Enhanced Approval Workflow build, or if you’re planning to add another workflow and are not sure how to organize them, I have a system that can help you.
First, it will be important to know what your Trigger will be. For example, is it when a Ticket is Created or Updated that you want the ticket status to change?
Next, once you’ve noted your trigger, it will be important to be sure of exactly when that trigger applies. Ex. Is it only Chromebook Tickets that this applies to? Is it only when a certain Resolution Action is added to the ticket that the Rule applies?
- Be sure to use the appropriate filters and be as explicit as possible to avoid potential errors in the automations. If you’re unsure of how to build these, reach out to your CSM (Customer Support Manager) or our Support Team.
What happens next? With the details established in the previous step, what happens next, and how do we dictate that? *Don’t forget to copy your rules to save time and prevent errors. What is most important to consider is the order of operations the Rules will be performing and naming them accordingly.
- I recommend a naming convention that illustrates the function of the automation, followed by the specific stage of the operation the rule covers, and includes the date last updated as well as the initials of the individual who did the update. This will help you track when updates were done and who did it, as there is not currently a report to do that. If you’d like to see that, please let us know here.
*A great, real-world example of detailed naming conventions that help keep this long list easy to look through
LSS, it will be important for you to make sure that you use consistent naming conventions that clearly articulate what the rule does and when it will fire.
