Scenario Automations let you carry out a bunch of pre-set updates to a ticket with a single click. It is especially helpful in case of recurring scenarios where you have to carry out the same series of tasks every time. 

Scenario automations are usually created by a user who has admin access. The option can be accessed from Admin Settings under Service Desk Productivity

To execute a scenario automation:

  1. Go to the ticket’s detailed view, click on the More button in the top-right corner and choose Scenarios from the drop-down menu. The scenarios automations created under Admin Settings will be displayed here.

  1. In the window that pops up, hover over and click the Execute button next to the scenario
    you’d like to run.