Service desk rules

Settings › Service desk › Rules holds your desk's rules, in order. Each one reads as a sentence, for example "When a ticket arrives, if the company is Northwind, give it to the Tier 2 pod."

• When: a ticket arrives, the requester replies, a ticket's status, priority, assignee, board or pod changes, Current notices something (urgent, a security incident, an unhappy requester, an executive, a billing complaint), the requester answers the survey, nobody has replied for a number of hours, the requester has not heard from you for a number of hours, a ticket has waited on the requester for a number of days, or the SLA is at risk.
• If (optional): up to 12 conditions on the company, contract cover, words in the ticket, the device, the time of day or business hours, who is available, where the ticket came from, its priority, status, board or pod, the requester, whether it is linked to your PSA, a ticket signal, or one plain-language condition Current decides. Match all of them or any of them.
• Then: up to 6 actions. Move it to a board, give it to a pod, set the priority or status, assign it (a person, the next person in a pod, the least busy person in a pod, or the lead of the pod that serves the company, optionally only if they are available), email the requester from a saved template, draft a reply for someone to read and send, alert people (by bell or email), close it (only on a waiting-on-the-requester rule), or add an internal note.

Rules run in list order. When two rules change the same thing on the same ticket, the higher one wins and the other one's run records a conflict naming the winner. Drag a rule, or use Move up and Move down in its menu, to change the order.

Every rule has one switch. A new rule, an imported rule and a template rule all start off. A rule with a part still to fill in (a pod, a person, an email template) cannot be turned on until it is filled. A workspace can have 50 rules on at once. Changing a rule that is on keeps it on. Workspace admins and service managers create, change and switch rules; everyone else on the desk can read them and see what they did.

• New rule opens the builder on a blank rule. Try it on a ticket shows which conditions a recent ticket matches and what the rule would do, without changing anything.
• Ask Current: describe what should happen in your own words. Current asks one to three questions first, then drafts the rule as a sentence. Nothing is saved until you press Open in the builder and then Save rule, and the rule stays off until you turn it on. Current sends the model your words, your answers and the names of your shared boards, pods, desk staff and rule email templates, never ticket text, money or a list of your companies.
• Templates: 18 common MSP rules, such as After-hours urgent to the on-call person, Waiting on the requester 3 days sends a reminder, and Security incidents to a security board. Add one and the builder opens on the parts it needs you to fill.

Import from your PSA (the button names it) reads a pasted copy of your PSA's workflow rules list. Current asks one to three questions first, then shows each PSA rule beside the rule it would become. Rules Current cannot express yet are marked as such. Rules that only email the requester point at the matching Customer emails switch instead. Every imported rule is saved off, with a note naming the PSA rule to turn off before you turn it on, so the two never both act on a ticket.

A rule's email is a template a person wrote and saved, so it sends on its own once the rule is on and that kind's Customer emails switch allows it. While the switch is off, the rule skips the email and the ticket's Activity says so. A rule's email never counts as your first response for the SLA. A reply Current drafts for a rule always waits in the reply box for a person to read and press Send, marked Drafted for the rule with the rule's name. A rule set to alert people by Teams sends them an email instead for now; Teams alerts from rules are still to come.

Each rule shows when it last ran, its runs this week and any conflicts. Open Runs to see the last 50 runs: the ticket, what each action did, and why anything was skipped. The ticket's Activity shows the same lines. Rules never undo a change a person or your PSA just made to the same field, never loop more than three levels deep, and stop for an hour on a ticket where rules have already run 20 times in that hour.