Businesses have multiple processes in place to get work done. Most processes have a series of tasks that have to be worked on by multiple teams at different times to ensure the completion of a project.
With task automation, ensure that tasks are assigned and completed on time by all stakeholders by automating the process end to end. Set up a sequential process flow across teams by automating the creation and assignment of tasks involved in the process.
Task Automations can be used:
- 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
Task automations for problems, changes, and releases are available only in Estate and Forest Plans.
Let’s consider a use case
When a service request is raised, the following checklist has to be followed to fulfill the service request.
- The procurement Team verifies if the item is in stock. If not, place a request for purchase.
- Infra team installs OS. The infra team does not begin work until the Procurement Team's task is complete.
- The software Team deploys the appropriate software based on the requester's role. The software team does not begin work until the Infra team has installed the OS.
- The security Team does a final review before the laptop is dispatched to the requester
Automating this Flow
- Navigate to Admin > Helpdesk Productivity > Workflow Automator
- Click on New Automator and select Tasks
- Enter a name and description for your workflow. Choose a Parent Entity to determine which module you’re automating tasks for.
- Now, create your first Event for the workflow. We create the trigger event to be Status is changed from Any Status to Completed.
- Next, create a Condition block to define when a new task for the infra team should be created.
This defines that when there is a status change in a task assigned to the procurement team for a ticket that has user hardware as a service request category, the workflow will trigger the next action.
Note: The first task for the procurement team is either created during ticket creation or automated using ticket workflows.
- Next, create an Action block to add a task to the parent ticket when the procurement team completes its task. An action can be either performed on the parent ticket or on a task.
- Now whenever the procurement team marks their task as complete, a task is automatically created and assigned to the infra team for OS Installation.
- Now you can repeat the same block for all the other tasks to automate the complete flow.
- Once done, click on Activate to enable the workflow for your service desk.