Documentation forSolarWinds Service Desk

Time Based Automations

By integrating automations into your daily workflows, you can trigger defined actions to streamline processes. For example:

  • Object created - this trigger hones in on the creation of a new incident, request or change in your service desk.

  • Comment added - the automation is triggered by the addition of a new comment to an incident, service request or a note on a change.

  • No comment added - when no comment is added over a pre-defined period of time, a notification will be triggered.
  • Object updated - this trigger reviews all fields and automates based on the preselected conditions.

    In this section we will focus on the ability to create conditions and actions based on time and date triggers.

Best Practices

This is a custom trigger that allows you to optimize your automation rules. By integrating object created and object updated scenarios, you can create just one Time Based Automation to take into account both rules.

Use Cases

  • When a ticket is created during non-business hours, it may sit unassigned for a number of hours, and in the case where the ticket was created over the weekend, this can lead to unaddressed tickets for a number of days. With Time Based Automations you can assign such tickets to special teams or users.
  • Create a trigger that will send a notification email 7 days before a ticket’s due date.
  • Automatically increase ticket’s priority after 1 hours without a comment by a technician.
  • Assign Automatically Close a ticket 3 days after it was resolved.

How To's

To create automation rules, follow the steps below:

  1. From the Setup menu, navigate to Service Desk
  2. Select Automation Rules
  3. Click the icon to create a new automation rule

Notice the Conditions section. There are a number of functions offered here to maximize efficiency of your workflows.

  • The toggle pill on the right - When taking into account multiple conditions, you can define to operate between AND or OR.
  • Select Add Condition to define a field and value.
  • Select Add Time Based Condition to set a trigger based on time and date.

Understanding Time Based Automations

There are two conditions that are best suited for Time Based Automations where you can define the Date and Date/Time fields.

  1. Regular Condition - Factors to consider: Is the date value in a specific range, for example:

    • Was the incident created during business hours or not?
    • Was the Incident resolved last week?
    • Is the Change planned for this month?
  2. Time Based Conditions - Factors to consider: Is the date value relative to a specific moment in time, for example:

    • Is today 7 days before the due date?

    • Is today 3 days after the resolution date?

    • Is now 3 hours after the assignment date?

    • When was the first/last comment entered?

Time-based functionality allows customers to created conditions based on Date or Date and Time fields.

Look at the table below to better understand the system fields available for each condition type:

Field Object Description
Due Date/Time Incident Value of the Due Date field of an Incident

Planned Start Date

 

Change Value of the Planned Start Date field of a Change
Planned End Date Value of the Planned End Date field of a Change

Created Date/Time

Both Timestamp of the record creation
Last Update Date/ Time Timestamp of the record update
Resolution Date/ Time Timestamp of the record resolution
Assignment Date/ Time Timestamp of record assignment
Reopened Date/ Time Timestamp of the record reopening

To use these fields in regular conditions, we have provided a table that defines the dynamic values:

Field Description
Last Day Checks if the selected value is 24 hours from the rule trigger time stamp. Last day is available only for Date and Time fields.
Last 7 Days Checks if the value of the selected field is 7 days from the rule trigger time stamp.
Last 14 Days Checks if the value of the selected field is 14 days hours from the rule trigger time stamp.
Last 30 Days Checks if the value of the selected field is 30 days hours from the rule trigger time stamp.
Last 60 Days Checks if the value of the selected field is 60 days hours from the rule trigger time stamp.
Last 90 Days Checks if the value of the selected field is 90 days hours from the rule trigger time stamp.
Last Week Checks if the value of the selected field is in the last week.
Last Month Checks if the value of the selected field is in the last month.
Last Quarter Checks if the value of the selected field is in the last calendar quarter.
Last Year Checking if the value of the selected field is in the last calendar year.
This Week Checks if the value of the selected field is in this week.
This Month Checks if the value of the selected field is in this month.
This Quarter Checks if the value of the selected field is in this calendar quarter.
This Year Checks if the value of the selected field is in this calendar year.
End of Month Checks if the selected date or date/ time field is the last day of the month according to that date.
End of Quarter Checks if the selected date or date/ time field is the last day of the calendar quarter according to that date field selected.
End of Year Checks if the selected date or date/ time field is the last day of the calendar year (31/12) according to that date field selected.
Business Hours Checks whether a specific date/time is in the range of the business hours per the specific date and time field. Business hours is available for Date and Time fields only. When using Business Hours it is mandatory to select at least a single site.

Current Limitations

As we are always looking to enhance your user experience, we would like to point out a few areas that will help you make the best use of this feature.

Limitations Error Message Displayed
Time based conditions are limited to 13 months. An automation rule cannot exceed 13 months
Time based conditions are limited to 400 days. An automation rule cannot exceed 400 days
Time based conditions are limited to 9600 hours An automation rule cannot exceed 9600 hours
Time based conditions are limited to 57,600 hours An automation rule cannot exceed 576000 hours
The total amount of scheduled jobs you can have on your instance = 5000

When exceeding this amount, you will receive the following email:

Title:

Time Based Automation Jobs Limit Exceeded

Body:

Hello %{user} You have exceeded your instance’s time based jobs limit of %{limit}. Please contact Solarwinds Service desk Support at support@samanage.com