Introduction
Issuetrak, a powerful issue tracking and management system, provides automation features that streamline processes, save time, and improve workflow efficiency. There are two distinct types of automations: Time-Based workflows and Event-Based Substatus Rules. In this article, we will explore the functionalities of both automations types and discuss scenarios where each can be effectively employed to enhance your Issuetrak experience.
Substatuses: A majority of the automation available in Issuetrak is driven by substatuses. Substatuses are optional fields available on issues that provide more detailed information about their current state. You get to define what they say, but we recommend using them to describe an issue's current stage in the resolution process and who is responsible for taking action on it. In terms of automation, you can create rules that change an issue's substatus based on certain events, which then trigger workflows that provide follow-up reminders and more. If an issue sits too long with no activity, Issuetrak workflows can automate reminders to the responsible user or group. Substatus rules can automate the substatus changes so that workflows can be triggered.
Examples of common substatuses:
- New
- Assigned
- On Hold
- In Research
- Pending Submitter Response
- Submitter Response Received
For more information on Substatuses please reference this Help Center Article.
Time-Based Automation: Workflows
Time-Based Automations allow users to automate actions based on the time interval and conditions of an issue. Workflows can perform actions if the interval and conditions are met.
There are 3 parts to a workflow:
- Interval - How much time has passed from time submitted or a period of inactivity.
- Conditions - The conditions of the issue that you want to monitor.
- Actions - The actions performed when the Interval and Conditions are met.
Scenarios for Time-Based Automations
No response by submitters - If a submitter does not respond, Issuetrak can deliver great customer service automatically by adding notes to issues. This will send an email to the submitter to remind them that we are still waiting on their response. This can free up time for your agents to work issues that need attention instead of babysitting issues or hunting down submitters that are not responsive.
Service Level - If an issue is not handled in a timely manner, workflows can trigger reminders to agents or other users that they need to respond immediately to deliver the submitter a response. When an issue has been inactive for a certain amount of time, Issuetrak can remind the user or group responsible that their action is needed.
Steps to implement
Example criteria for a time based automation - Workflow: Send the submitter an email to let them know that we have been waiting on a response from them for 3 days.
- Interval
- 3 days from Last Activity
- Conditions
- Substatus = Pending Submitter Response
- Actions
- Add note - “We have not heard back from you in 3 days. Do you need further assistance?”
Log into ittraining.issuetrak.com to view this configuration and more examples.
For more information and configuration of Workflows please reference this Help Center Article.
Event-Based Automation: Substatus Rules
Event-Based Automations are activated in response to specific events on an issue such as note added by submitter, open, close, assign, etc.
Scenarios for Event-Based Triggers
Submitter Responses - Replies from submitters can change the substatus so you can tell when a submitter has responded. Issuetrak can “Flag” issues to let agents know that the submitter has responded to an issue by changing the substatus from Pending Submitter Response to Submitter Response Received.
Team Time Calculations - Substatus changes can pause and unpause the clock automatically. There are two time calculations in Issuetrak.
- Total Time Open - The time from submission to the time of closure.
- Adjusted Time Open - The time from submission to the time of closure minus the time when the issue was in a paused state from a substatus such as Pending Submitter Response.
Steps to Implement
Example Criteria for an Event Based Automation - Substatus Rule: Change the Substatus to Submitter Response Received anytime a submitter adds a note to the issue.
- Issue Event
- Note Added by Submitter
- When Substatus Equals
- -Any Value-
- Set Substatus To
- Submitter Response Received
Log into ittraining.issuetrak.com to view this configuration and more examples.
For more information and configuration of Substatus Rules please reference this Help Center Article.
Additionally, here is a Help Center article on how the Issuetrak Support team uses automations.
Conclusion
Issuetrak's Time-Based and Event-Based Automations are powerful tools that facilitate workflow automation and efficiency. By leveraging these automation types, organizations can significantly reduce manual efforts, improve response times, and enhance overall productivity. Whether it's automating routine tasks through Time-Based Automations or responding to real-time events using Event-Based Automations, Issuetrak empowers users to manage their issue tracking processes with precision and ease. Integrating these automation types into your workflow will undoubtedly lead to a more streamlined and effective issue tracking experience in Issuetrak.
Closing Thoughts
If you would like the assistance of our product experts in implementing automation that fits your company's unique needs, please do not hesitate to contact us with any questions.
