Automation to add a task for an Incident

Idea created by Kelly Whalen on May 31, 2018
    New Idea
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    We would like to be able to trigger automation of a task once certain conditions are met in an incident (not service catalog item).  For example, if we receive an incident where our front line technicians change the category to "Category = Security" and "Subcategory = Data Breach," we would like the ability to set an automation to add a task for the technician to fill out our Data Breach Report Form. 

     

    Another example would be if HR emailed us about a new hire. (HR emails a distribution group that goes to many departments within our company when we have a new hire, which is why they don't use a service catalog item for this).  Once our front line technicians change the category to "New Hire," we would like a few tasks to be automatically sent to certain technicians to 1. purchase computer items, 2. take over financial responsibility of cell phone, 3. create user account in Exchange/AD, 4. set up hardware at desk, etc.

     

    Here's an example of what it would look like:

    What problem will this feature solve?:
    It will help us to not forget to create tasks for repeat incidents.