Service Provider Lookup For Automation Rules


The ability to use automation rules to look up the service provider of the service of the service instance of a request has been added.  This can be useful, for example, when information needs to be retrieved from the provider’s organization record so that it can be added to the request to help the specialist who will be working on it.

Service provider automation rule

A number of shortcuts to this attribute has been made available as well.  These shortcuts make it possible to directly ask for the service provider on any of the following record types:

  • Requests
  • Problems
  • Changes
  • Projects
  • Service instances
  • Products
  • Configuration items
Service provider automation rule shortcut