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Automated Processing in Service Desk

This topic provides an introduction of how Service Desk automates the processing of tickets.

Note: The Setup topic provides instructions on how to create an Incident service desk. The Incident service desk incorporates the automation features described in this topic.

Triggering Automation

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 > Definitions. Service Desk procedures can trigger the running of an agent procedure on a managed machine using the Schedule Procedure step.

Procedures

Automated processing of tickets is executed using service desk procedures. There are two general types of service desk procedures:

  • Event Procedures run as soon as specified system events occur.
  • Scheduled Procedures run a specified time period after a system event occurs.

See Procedures Definition for more information about procedures.