Create a Workflow Rule Autotask

1. Access the Workflow Rules:

• Log in to your Autotask account.
• Navigate to the Admin menu by clicking the gear icon in the top-right corner.
• Under Automation, select Workflow Rules.

Create or Edit a Workflow Rule:

• To create a new rule, click New and choose the appropriate entity (e.g., Ticket, Opportunity) for which you want the rule to apply.
• To edit an existing rule, locate the rule in the list, hover over the context menu, and select Edit Workflow Rule.

Configure the Workflow Rule:

• On the General tab, provide a descriptive name for the workflow rule.
• Define the Events and Conditions that will trigger this rule. For example, you might set the event to "Ticket Created" and add conditions such as a specific ticket priority or status.

Set Up Notifications:

• Navigate to the Notification tab within the workflow rule setup.
• In the Recipients section, select who should receive the notification. Options include role-based recipients like the Ticket Contact, Assigned Resource, or specific individuals.
• In the Notification Template field, choose the template you've created or wish to use for this notification. This template will determine the content and format of the email sent.
• Specify the Send Email From address. This determines the sender's email address that recipients will see. Options may include the Initiating Resource, a designated support email, or another specified address.

Define Notification Recurrence (Optional):

• If you want the notification to be sent multiple times until a condition is met, configure the Notification Recurrence settings. This is useful for reminders or escalations.

Save and Activate the Workflow Rule:

• Review all settings to ensure accuracy.
• Click Save & Close to activate the workflow rule.