Automated Processing Using Service Procedures

Automatic processing of tickets in Service Desk can be triggered by the creation of the ticket record itself or the transition of the ticket to a "stage" in its lifecycle. Automatic processing can be triggered each time a ticket progresses to any stage. This includes the first stage, when a ticket is created. Automatic processing can also be triggered if a ticket remains in a stage beyond some time limit that you define. Stages are defined in Service Desk > Desk Definition. Service Desk procedures and can also trigger the running of an agent procedure on a managed machine using the scheduleProcedure() step.

See Procedures Definition for more information about procedures.

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