Ticket Rules
3 guides
SLA Escalation Rules and Automations
Ticket Rules
This article provides a comprehensive guide on configuring and using ticket rules in a system. Ticket rules help automate updates to tickets based on specified criteria. The guide includes detailed instructions on setting up different rule types, configuring criteria, determining outcomes, and setting notifications. It also covers special functions such as adding OLAs and manual ticket rule usage for bulk updates. Additionally, the article gives examples of useful ticket rule applications and details on configuring ticket rules through global and detailed settings.
Using Category Group as Ticket Rule Criteria