Any useful ideas for JSM automations?

Berik Irgebayev

HI,

I was wondering what you guys use automations for in JSM?

Some of the automation rules we use are:

- 1 week and 2 week reminders to customers who have not reacted in the ticket

- Close a ticket when agent choses status "Resolved"

- transition back to in progress when customer adds a comment.

Recently been working on other stuff as well, but I feel like there is much more that can be done. Was wondering if ideas here could help me in some way.

 

 

Marios Marneros

Hi @Berik Irgebayev , 
A way you can use automation rules in JSM is by using the SLA breached or about to breach action to send reminders or even escalate requests when an SLA is breached.

If you are using Assets, automation rules can also be very useful.

Let me know if any of these ideas are interesting to you and if you have any other questions!