(Originally posted on 2, March 2015)
We would really like to see some better automation and rules options in the service desk.
Possible uses could be:
- Automatical assignment of incidents to first responder
- Automatic assignment based on keywords
- Automatic mail notifications / CC'ing of selected people when certain incidents are created
- More granular and customized control of automatic incident closure / escalation / priority
- Automatic canned responses based on conditions in incidents
- More advanced SLA rules
- etc. etc.
With the right flexibility in the rules, based on and/or conditions and various actions the possibilities would be almost unlimited.
|What problem will this feature solve?:|