Automation Actions available in the Rules engine
Here are some of the "actions" available for Jitbit Helpdesk's "Automation Rules Engine".
Assign to
Assigns the ticket to a specified user or the originator. Can also remove secondary assignees.
Assign to least busy technician
Assigns the ticket to the technician with the fewest assigned tickets in the specified category.
Stop processing more rules
Stops further automation rules from being processed on the ticket.
Assign using Round Robin
Assigns the ticket to the next technician in a round-robin fashion, optionally including administrators.
Add/remove subscriber
Adds or removes a subscriber to/from the ticket.
Add reply to the ticket
Adds a reply to the ticket, with options for tech-only visibility, including assignee signature, and generating the reply with GPT.
Add related asset to the ticket
Adds a related asset to the ticket.
Set start date
Sets the start date of the ticket, optionally considering working hours.
Delay
Delays the execution of subsequent actions by a specified number of minutes and seconds. This is a beta action and behaves unpredictably on long delays.
Set custom field value
Sets the value of a custom field on the ticket.
Send email to admins
Sends an email to all administrators with specified notification text and subject.
Send email to all ticket subscribers
Sends an email to all ticket subscribers, with options to target techs only, non-techs only, or admins.
Send email to users in a department
Sends an email to all users in a specified department.
Close the ticket
Closes the ticket.
Set ticket subject
Sets the subject of the ticket, with an option to add a prefix.
Set ticket body
Sets the body of the ticket, with an option to append to the existing body.
Clone the ticket
Clones the ticket.
Delete ticket
Deletes the ticket.
Mark ticket as spam
Marks the ticket as spam. Marking as spam essentially deletes the ticket and deactivates the submitter which prevents them from creating any more tickets.
Reopen the ticket
Reopens the ticket.
Merge with previous ticket from this user
Merges the ticket with a previous ticket from the same user, with options to match by subject or category and add as a reply.
Mark the ticket as unanswered
Marks the ticket as unanswered.
Mark the ticket as 'upd FOR tech'
Marks the ticket as updated for techs.
Mark latest reply 'for techs only'
Marks the latest reply as visible to techs only.
Mark the ticket as answered
Marks the ticket as answered.
Send email to all techs in the ticket category
Sends an email to all techs in the ticket's category, with options to include ticket attachments and exclude admins.
Trigger another automation rule
Triggers another automation rule by its ID.
Trigger another rule on PARENT ticket
Triggers another automation rule on the parent ticket.
Send email to assigned tech
Sends an email to the assigned technician, with options to include secondary assignees and send push notifications.
Send email to ticket submitter
Sends an email to the ticket submitter.
Send email to ticket submitter's manager(s)
Sends an email to the ticket submitter's manager(s).
Send email to last replier
Sends an email to the last person who replied to the ticket.
Add X minutes to 'Time Spent'
Adds a specified number of minutes to the 'Time Spent' field on the ticket.
Create subticket
Creates a subticket with specified category, subject, body, and optional assignee.
Send email to particular user(s)
Sends an email to specified users, with an option to include ticket attachments.
Set due date
Sets the due date of the ticket, with options for offset in days, hours, and minutes, considering working hours and explicit time.
Cancel further email notifications for this event
Cancels further email notifications for the current event.
Set ticket status
Sets the status of the ticket.
Set ticket submitter
Sets the submitter of the ticket.
Set ticket priority
Sets the priority of the ticket.
Add/remove a tag
Adds or removes a tag from the ticket.
Remove all tags
Removes all tags from the ticket.
Remove all subscribers
Removes all subscribers from the ticket.
Unshare a shared ticket
Unshares a shared ticket.
Set ticket category
Sets the category of the ticket.
Send HTTP request
Sends an HTTP request with specified method, URL, post data, and custom headers.