Managing Incident Automation Rules

You can create and configure automation rules to automatically send incident emails. The automation rules can send email reminders at the desired frequency when the configured trigger conditions are met. You can also organize your automation rules into groups to improve visibility and streamline module navigation.

To add an automation rule group

  1. On the Incident Management menu, select Setup > Automation Rules.

    The Automation Rules screen appears.

  2. Click the Add Rule Group button.

    The Add Rule Group modal appears.


    Add Rule Group modal showing fields for rule group name, responsible organization, and related options.
  3. Enter a name for your group.
  4. Select the organization that will be responsible for the group.
    Note:

    Enable the Run Rule Group for Current Organization Only setting if you would like this rule group to execute only on records managed by this organization.

  5. Click the Add button.

To edit an automation rule group

You can edit an automation rule group if you would like to update the group name or to enable or disable the Run Rule Group for Current Organization Only setting.

  1. Go to the Automation Rules screen.
  2. Hover over the row of the group you want to delete until the Context menu icon appears.
  3. Click the Context menu icon.
  4. On the Context menu, select Edit Group.

    The Add Rule Group modal appears.

  5. Click the Save button to save your changes.

To delete an automation rule group

Note:

If you delete an automation rule group, any rules assigned to that group will also be deleted.

  1. Go to the Automation Rules screen.
  2. Hover over the row of the group you want to delete until the Context Menu icon appears.
  3. Click the Context Menu icon.
  4. On the Context menu, select Delete. A confirmation modal appears.
  5. Click the Confirm button.

To add an automation rule

  1. Go to the Automation Rules screen.
  2. Click the name of the group in which you want to create a rule.
    Note:

    This screen also appears once you add a new automation group.

  3. Click the Add Rule button.

    The Select Rule Type modal appears.



  4. Select the Incident rule type.
  5. Click the Continue button.

    The Automation Rule Configurations screen appears.

  6. Configure the automation rule conditions. For more information, see Automation Rule Conditions Screen Reference .
  7. Configure the automation rule actions. For more information, see Automation Rule Actions Screen Reference.
  8. Click the Save button.

Automation Rule Conditions Screen Reference



Field
Description
Rule Name

Enter a name for the automation rule.

Conditions

Select ALL or ANY.

Note:

This option only appears if you add more than one condition to the automation rule.

If you select ALL, the automation rule will only be triggered if all of the criteria are met.

If you select ANY, the automation rule will be triggered if any of the criteria are met.

Condition Block

The condition block allows you to configure specific triggers that must be met in order to trigger the automation rule action.

Trigger
Select which incident field triggers the automation rule. The following triggers are available to configure:

  • Attribute - This trigger will launch the automation rule action if the system or custom attribute you configured for the condition is met.

  • Workflow Stage - This trigger will launch the automation rule action if the incident reaches the workflow stage you configured for the condition.

Attribute
Select the attribute type that will trigger the automation rule action.

The attribute field is only available when the Attribute trigger type is selected.

Operator:

Select the relationship that must be met between the field and value.

Value:

Select which field value triggers the automation rule. For example, you can choose an a specific attribute or workflow stage value to trigger the rule.

Add Condition Block

Click the Add Condition Block button to add more conditions to the automation rule.

Automation Rule Actions Screen Reference

Send an Incident Email

You can create automation rules to automatically send incident related emails once the conditions configured are met.



Field
Description
Actions

Select Send an Incident Email.

Email Template

Select the type of email you'd like to send. The options include:

Incident Needs Action -

The incident needs attention and has actions that must be completed.

Incident Deadline Past Due -

The incident deadline is past due and must be reviewed.

Incident Deadline Approaching -

The incident deadline date is approaching.

Recipient(s)

Select the system users or user type attributes that will receive the email notification. You can add more recipients as needed.

CC Additional Recipients

Select the system users or user type attributes that will be CC'd on the email notification. You can add more recipients as needed.

Add Action

Click the Add Action button to add more actions to the automation rule.

Important:

To request additional actions to configure using incident automation rules, you can submit an idea to the OneTrust Idea's Portal.