Last updated: 2023-09-28

Source: https://support.freshservice.com/support/solutions/articles/157146-executing-a-scenario-automation-on-your-tickets

Executing a scenario automation on your tickets

An agent spends a considerable amount of time every day on multiple repetitive tasks. For example, every time an incident ticket is raised, the IT agent might have to assign it to the incident management team. An agent’s work is extremely time-bound, hence it’s important to ensure that their time is not spent on trivial tasks.

In such cases, scenario automations can be set up to complete a series of tasks in a single click. Scenario Automations can be executed either within the tickets or in bulk right from the ticket view page.

Executing a Scenario on a Ticket

  • Click on any ticket from the dashboard or the ticket list to see its details
  • Click on the Execute scenarios option from the More drop-down menu
  • The list of all available scenario automations will be displayed to you.

  • Hover over and click Execute next to the scenario you want to execute

    • - The entire set of tasks associated with the automation gets executed and you will be shown a message which says Executed Scenario <scenario-name>

  • Click on View Details to see the complete list of actions performed as part of the automation

    • Executing a Scenario on Multiple Tickets

    When there is a high inflow of tickets, it’s extremely crucial to pace up the resolution process in an efficient way. This can be done by executing scenario automations on multiple tickets in a single click.

  • In the ticket view page, select the tickets for which you want to execute a scenario automation
  • Click on Execute Scenario from the top options
  • In the Execute Scenario window which appears, hover over and click Execute next to the scenario of your choice

    • Click here to understand how to configure scenario automations. They can be configured at a workspace level only.

    All scenario automations (both personal and shared) across workspaces that an agent has access to will be populated within the scenario automation settings.