How to Automatically Create Activity Using Automation Trigger
Activity automation
The ‘Add Activity’ action is used in the Create trigger and Update trigger automation.
Activities in ticket automation are essential for maintaining transparency, accountability, and a thorough audit trail of all actions and events linked to each ticket.
This data assists stakeholders in monitoring progress, pinpointing bottlenecks, and guaranteeing quick resolution of reported issues.
Add activity action
Automation allows the addition of activity for Task type only, with specific conditions and requirements that must be met for the activity to be applied.
- A maximum of 5 activities can be created in a rule through automation.
- The mandatory fields for an activity include subject, description, status and priority. Other fields are optional.
- The subject field should not exceed 255 characters.
- The assignee field should contain an agent, while the contact field should contain agents and contacts.
- The due date field can be specified in terms of days or hours.
- If the activity has an assignee or if the ticket has an agent, you will receive a mail notification after creating the activity through automation.
Rule creation steps for activity action
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Select the Admin module and choose Update Triggers from the Ticket Automation menu.
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On the top of the screen, click Add Rule to create a new rule.
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Provide a suitable name and description for the rule on the Create Rule screen. This will help you identify and describe the rule’s purpose.
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Click Next to proceed and configure the desired actions to be applied to the tickets when the condition is met.
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In the Action section of the rule creation, select the Add Activity action.
- By default, the activity type is Task.
- Fill in the subject and description field.
- Status and Priority are set by default to Open and Normal accordingly.
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Click Add to create a rule.
By following these steps, you can create a rule that generates activity through automation in the create and update triggers.
Output screen
To see the result of the activity action field, follow the given steps:
- Select the Ticket module and open a ticket that needs to be created activity.
- Click the Activities tab.
The rule will be executed after one of the ticket fields is updated.
The following is a screenshot showing the activity tab on the ticket fields.
To find the activity details from the activity module,
- Navigate to the activity module and select the activity to view its details.
- To access all the details of the activity, click History.
