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 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 AND and OR.
    • None: The condition applies without restriction.
    • Subject: The subject of the ticket must contain the specified text.
    • ITIL: The ticket must have the selected ITIL status.
    • Category: The ticket must be in the selected category.
    • Classification: The ticket must have the selected classification.
    • Location/Customer: The ticket owner must be part of this location/customer.
    • Priority: The ticket must have the selected priority.
    • Process: The ticket must either be in any process, in no process, or in a specific process.
    • Resource: The ticket must be assigned to the selected resource.
    • Ticket owner: The ticket owner must be the specified user.
    • Ticket owner field: The specified ticket owner field must have a specified value.
    • Order fields 1-6: The free field contains a specific value.

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.