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High Workload
The High Workload trigger will run a task if a certain number of open tickets is reached in the i-net HelpDesk. A predefined number can be selected from the drop down menu.
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Condition: By specifying Conditions the listing can be restricted to certain ticket properties. The corresponding possible values are displayed in a selection list after selecting the field. Additionally, a second condition can be specified and linked with both
ANDandOR.-
None: The condition applies without restriction.
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Subject: The subject of the ticket must contain the specified text.
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ITIL: The ticket must have the selected ITIL status.
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Category: The ticket must be in the selected category.
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Classification: The ticket must have the selected classification.
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Location/Customer: The ticket owner must be part of this location/customer.
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Priority: The ticket must have the selected priority.
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Process: The ticket must either be in any process, in no process, or in a specific process and/or activity.
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Activity: Select an activity the process must be in to trigger this task. You can also select actions of parallel tickets. If you do not require a specific action being set, select <any activity>.
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Resource: The ticket must be assigned to the selected resource.
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Ticket owner: The ticket owner must be the specified user.
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Ticket owner field: The specified ticket owner field must have a specified value.
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User-defined fields: Depending on the data type, you can check the ticket field for:
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String contains another String.
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Numeric operators
<,>,==,!= -
Date values within the next 1-8 weeks, relative to task execution.
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Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
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Identifier: The ticket identifier contains a given text.
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Example
The resource First Level Support should be relieved if there are more than 20 open tickets. The trigger High Workload starts a task that sends a notification, for example by email, to all employees of the resource Second Level Support and asks for support there.
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