High Workload

The High Workload trigger will run a task if a certain number of open tickets is reached in the INETAPP. A predefined number can be selected from the drop down menu.

  • Condition: By specifying a condition the trigger can be limited to certain ticket properties. The corresponding possible values are displayed in a selection list after selecting the field. In addition to the condition, a filter for Only my Resources can be set (unless Resource is selected as the condition).
    • None: the trigger will be executed nonetheless
    • Resource: the ticket has to be assigned the the selected resource
    • Category: only tickets in the selected category will trigger the task
    • Location: the ticket was created by a user assigned to this location
    • Subject: the subject of the ticket contains a text to be specified.
    • ITIL: tickets must have the selected ITIL state to trigger the task
    • Classification: tickets must have the selected classification to trigger the task
    • Priority: tickets must have the selected priority to trigger the task

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.