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These automation rules run on every new service task created and performs actions based on predefined conditions. These rules let you automate actions such as:
Assigning service tasks to specific service groups or field technicians
Setting service task properties such as priority, status, and type
Triggering email notifications to field technicians and service groups
Managing any custom properties you’ve created for service tasks based on your business needs
Note: If you wish to automatically create service tasks for tickets with certain properties, refer here
A quick guide for creating an automation rule to run on service task creation:
Log into your Freshdesk account as an Administrator.
Go to Admin → Workflows → Automations.
Select Service Tasks
Click on New Rule from the Service Task Creation tab.
Give your rule a name.
Set up Conditions which act as a trigger for this particular rule.
Select the field you want from the dropdown list.
Specify whether ALL conditions need to be matched to trigger the rule, or just one condition needs to be matched (ANY).
Add multiple conditions by clicking the Add new condition button and click on the Trash icon to remove the condition.
Based on your use-case, make use of the AND/OR operators on service tasks matching:
Any of the conditions
All of the conditions
All conditions in block 1 AND any from condition block 2
All conditions in block 1 OR any from condition block 2
Any condition in block 1 OR all from condition block 2
Any condition in block 1 AND all from condition block 2
Configure the actions to be executed on the service task once the conditions you set are met.
Example: A new service task is created. If the service task has a “Device” field with the value “TV” in it, automatically assign the service task to the service group “TV Repair”
You can add multiple actions using the “Add new action”. Click on the Trash icon to remove the action.
Once you've finished setting up all the conditions and actions, click Preview and Save.
For every rule you create, a summary will be auto-generated when the rule is set up. This will be the description of that rule.
Click on 'Save and Enable' to save and activate this rule on your helpdesk.