Many customers will be pleased to hear that it is now possible to define automation rules that are automatically applied to each request, change task or configuration item.
It was already possible to define automation rules for request templates. Such automation rules are added to a request when the request template that they belong to is applied to this request. But when an automation rule is defined for requests, it gets added to all requests, even when a template has not been applied to these requests.
When automation rules are active for requests and for a specific request template, then all of these rules are added to a request when that request template is applied to it.
The same logic holds true for the automation rules that can be defined for all change tasks.
To define an automation rule for all requests, change tasks or configuration items, account designers or account administrators can go to the Settings console and open the section ‘Automation Rules’.
Below is an example of an automation rule that will inform a service owner whenever one of his/her services has become unavailable.
A more interesting example may be the one below, where one automation rule is used to define the time it needs to wait before warning people that an SLA’s resolution target is about to be violated.
After waiting, the rule above triggers the following rule, which notifies the appropriate people, provided that the conditions are still met.
The result of these automation rule examples would look as follows in a top-impact request which resolution target is less than 30 minutes from being breached.