Incident Automation Processes

CSM provides the following Incident Automation Processes to automate behavior.

For more information, see Automation Processes.


Name	Description
Incident - Confirmation Email on Create	When an Incident is created, the process initiates the Incident Confirmation One-Step™ Action, which sends the customer an email to confirm their record and provide the Record ID number.
Incident - Not Touched in 3 Days	Waits for the last modified date time field to update. If the field is not updated for three days, the process initiates the SLA Escalate if Not Touched in 3 Days One-Step Action that sends an email to the Incident owner with a reminder to follow up with the customer.
Notify Incident Owner of a new Journal - Note	When a Journal is added to an Incident, the process initiates the Notify Owned By of a New Journal-Note One-Step Action, which sends a notification email to the Incident owner.
Notify Incident Owner of Assignment	When the Owned By Field of an Incident changes, the process initiates the Notify Owned By Via E-mail One-Step Action, which sends a notification email to the assigned Incident owner.
Notify Incident Team of Assignment	When the Owned By Team Field of an Incident changes, the process initiates the Notify Owned By Team Via E-mail One-Step Action, which sends a notification email to the assigned team.
Resolve By Breached - Incident Changed from Pending	Waits for the resolve by SLA deadline value to pass after the status of an Incident is changed from pending. If it passes, this process sends an email to the manager of the user who owns the Incident and creates a Journal entry to record the breach.
Resolve By Breached - Incident Created	Waits for the resolve by SLA deadline value to pass after an Incident is created. If it passes, this process labels the Incident as breached and sends an email to the manager of the user who owns the Incident.
Resolve By Breached - Incident Reopened	Waits for the resolve by SLA deadline value to pass after an Incident is reopened. If it passes, this process labels the Incident as breached and sends an email to the manager of the user who owns the Incident.
Resolve By Warning - Incident Changed from Pending	Waits for the SLA resolution warning deadline value to pass after an Incident status is changed from pending. If it passes, this process sends an email to the manager of the user who owns the Incident and creates a Journal entry warning that the SLA resolution time is about to breach.
Resolve By Warning - Incident Created	Waits for the SLA resolution warning deadline value to pass after an Incident is created. If it passes, this process sends an email to the manager of the user who owns the Incident and creates a Journal entry warning that the SLA resolution time is about to breach.
Resolve By Warning - Incident Reopened	Waits for the SLA resolution warning deadline value to pass after an Incident is reopened. If it passes, this process sends an email to the manager of the user who owns the Incident and creates a Journal entry warning that the SLA resolution time is about to breach.
Resolved - Calc SLA Good Fields	When the Status Field of an Incident changes to resolved, the process uses an expression (SLA calculations) to determine whether the date and time of the resolution is less than or equal to the SLA resolve deadline. Tip: Use this Automation Process for report or dashboard metrics.
Resolve to Closed Process	Waits for three days after the status of an Incident is changed to resolved. If the status does not change from resolved, it marks the status as closed.
Respond by Breached - Incident Created	Waits for the respond by SLA deadline value to pass after an Incident is created. If it passes, this process labels the Incident as breached and sends an email to the manager of the user who owns the Incident to notify them of the breach.
Respond by Warning - Incident Created	Waits for the SLA response time value to pass after an Incident is created. If it passes, this process sends an email to the manager of the user who owns the Incident and creates a Journal entry warning that the SLA resolution time is about to breach.
Responded - Calc SLA Good Field	When the status field of an Incident changes from new to work in progress, the process uses an expression (SLA calculations) to determine whether the date and time of the response is less than or equal to the SLA response deadline. Tip: Use this Automation Process for report or dashboard metrics.