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.