Create a workflow rule in Autotask

Workflow rules in Autotask run actions automatically when an event happens and its conditions are met, such as emailing the ticket contact when a ticket is created. This guide shows you how to create or edit a workflow rule and set up the email notification it sends.

• An Autotask account with access to the Admin menu
• The notification template you want the rule to send, already created in Autotask

Log in to Autotask, open the Admin menu and, under Automation, select Workflow Rules.

• To create a rule: click New and choose the entity the rule applies to, such as Ticket or Opportunity.
• To edit a rule: find it in the list, hover over its context menu and select Edit Workflow Rule.

• On the General tab, give the rule a descriptive name.
• Define the Events and Conditions that trigger it. For example, set the event to Ticket Created and add conditions such as a specific ticket priority or status.

Go to the Notification tab and fill in:

• Recipients: who receives the email. You can choose role-based recipients, such as the Ticket Contact or the Assigned Resource, or specific people.
• Notification Template: the template to send. It defines the content and format of the email.
• Send Email From: the sender address recipients will see, such as the Initiating Resource, a support address or another address you specify.

To keep sending the notification until a condition is met, configure the Notification Recurrence settings. This is useful for reminders and escalations.

Review all the settings, then click Save & Close to save and activate the workflow rule.