Workflow Rules in Autotask

Workflow Rules in Autotask

Events that Will Trigger the Workflow Rule


You can select one or multiple events, but Autotask PSA will treat your selections as this OR that (... when a ticket is created OR when a ticket is edited...) rather than this AND that.

Workflow rules are not applied retroactively. They will only fire on entities that are created or edited after the rule is in place. 


Commonly Fired WF Rules We Use


  1. [HELP DESK] NYGG01D-MC-H - New Ticket created by MC resource
  2. [HELP DESK] NYGG01D-MC - New Ticket Created by MC Help Desk User

These rules basically fire when a new support ticket is created for a help desk customer (excluding RMM alerts, etc).  The ticket contact will receive notification template "[EXTERNAL] Incoming Email Processing - New Ticket Created - Help Desk Customer. " (Similar to "[EXTERNAL] Incoming Email Processing - New Ticket Created - No Help Desk" except it advises user to schedule a call, thus hopefully minimizing the phone tag game that is so profitable to Mission Control but a waste of money for us and time for the customer. 

  1. [TICKET FIX] NYGG01D - New Ticket Created by Help Desk User - BYPASS HD
If ticket has a sub-issue that indicates it's to be worked on internally but customer is HD, send "new ticket" notification to customer and make office admin primary resource. 
This rule will only fire if the email from support mailbox is forwarded (based on inbox rule) to one of the AT mailboxes intended to BYPASS HELPDESK.  These include: 
  1. nonhd.NYGG.LOCAL@email.autotask.net
  2. userchange.NYGG.LOCAL 
  3. update.NYGG.LOCAL
  4. spam-inquiry.NYGG.LOCAL.
The sub-issues included are: 
  1. other out of help desk scope
  2. incoming spam
  3. priv mgt / manual request
  4. all the sub-issues under the issue called "User Change."

  1. HELP DESK] MCNOC - Ticket Note Added - End User Notification
Sends a note of type "MC Email Notes" as an email to the ticket contact and additional contact(s).  Used by Mission Control and should not be removed as long as we are using MC for help desk. 


  1. [TIMELY] Change Ticket Status "Scheduling Link Sent" to "Waiting Customer" After 5 Business Days

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