Fixing certain Incidents, fulfilling certain Service Requests or carrying out certain Changes often require a fixed set of Tasks to be completed. While Task Management in Freshservice is great for breaking down work, it will be better with Automations.

Introducing Task-based Workflow Automations 

With Task-based Automations, Admins can configure rules

• To create process workflows through Tasks for resolving Tickets and Problems or completing Changes and Releases
  • For e.g. Task-based Automations can be used to create a sequential workflow of Tasks that need to be completed for fulfilling a new laptop request
• To route Tasks automatically based on configurable conditions
• To notify Users on changes to the status of Tasks
• To keep the parent Ticket/Problem/Change/Release fields updated based on Task events
• And much more!

Task-based Automations will be available for Ticket, Problem, Change and Release Tasks.

Hi Leigh,

That's possible from the Ticket Automators. You should be able to configure a Ticket Automator rule that listens to status changes and creates a Task. Once done, you should be able configure subsequent workflows involving the Task in Task automator configuration.

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Sundar