Alerts and rules
Rules do the routine work when someone submits a form: tell the right person, assign the ticket, set the priority. Each form has its own rules, on the Actions tab of the form.
How a rule reads
Every rule has the same shape: when the form is submitted, if these things are true, do this.
"When the form is submitted, if the item's site is in the Ohio collection, assign the Ohio route team and text the on-call tech."
Make a rule
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Open the form and go to Actions. Click New rule.
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Click Add a condition if the rule should only run sometimes. Choose All match if every condition must be true, or Any match if one is enough. Skip this to run it on every submission.
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Click Choose an action and pick what should happen. You can add more than one.
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Fill in the details, like who to email and what to say.
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Turn the rule On.
What a rule can do
| Kind | Actions |
|---|---|
| Assign | Assign a person, a team, or whoever fills a site role |
| Tell someone | Send an email, a text (SMS), or a push notification |
| Update | Set the priority or status, change the item's status, site, address, or one of its fields |
Messages can go to a teammate, a team, a site role (like the director of nursing at that facility), the ticket's assignees, an email or phone number someone typed into the form, or any address you enter.
Emailing the person who reported it
Staff don't hear back unless you set it up. Add an Email question to the form, then add a Send email action addressed to that answer. Turn on Add a "View ticket" button so they can follow it. Turn on Send again when the ticket's status changes to keep them posted.
Describe it instead
Type what you want in the box at the top, like "when Urgency is High, assign to Maria", or tap the microphone and say it. ServiceTags drafts the rule for you. Check it before you turn it on.
Escalation
Two ways to catch tickets that sit too long:
- On the Settings tab, under Escalation, turn on Alert on non-completion. Pick a wait (1 hour to 3 days) and who to email. If the ticket still isn't closed by then, they get an email.
- In a rule, add a condition on how long the ticket has been in a status. The action runs later, and only if the ticket is still in that status.
Did it work?
Rule activity lists every time a rule ran, and whether it Succeeded or Failed. Check it after your first test scan.