Service desk rules and automations

Idea created by 7374135 on May 25, 2016
    Long term plan

    (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?: