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Automation with Workflows : Using Hashtags - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>This guide helps you set up a workflow for emails or notes containing any word after a hashtag. All the examples in this series are customizable to your needs. To learn about all the features in the workflow tab refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360013575457-Getting-started-with-Workflows" rel="noopener nofollow">guide</a></p> <p>Pre-requisite </p> <p>Admin permission to create workflows in your PSA. </p> <p>Setup </p> <ul><li>Navigate to Admin > Business Process > Workflow > New</li> <li>Create a new workflow using this guide and save it.</li> </ul><h4 data-id="triggers">Triggers </h4> <ul><li>Set up a trigger for this action. Refer to the workflow <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360013575457-Getting-started-with-Workflows" rel="noopener nofollow">guide</a> to understand more about action owners.</li> <li>For this guide, we will assume that an email with #serverdown in the body is sent to your parser for an existing ticket. <br><ul><li>This is considered as a new note added by Client </li> <li>The corresponding field is <strong>Activity Details</strong>.</li> </ul></li> <li> <strong>Activity Added By</strong> : Clients/Anyone </li> </ul><h4 data-id="conditions">Conditions</h4> <ul><li>In the conditions tab, for <strong>Activity Details </strong><label id="ctl00_phContent_lblTicketTitle" for="ctl00_phContent_ddlOprTicketTitle">fill in your keyword like #serverdown</label> </li> <li>The content of the email or the manually added note in the UI will trigger this workflow.<img src="/attachments/token/F3EeVvB6mB6m7AI0mIfCw2Eod/?name=inline1193478417.png" alt="image" class="embedImage-img importedEmbed-img"></img></li> </ul><p>Usage </p> <ul><li>For our example, if the email coming into the parser has #serverdown in its body with message-id or ticket number in the subject line to add a note to the correct ticket. or both in the subject line this workflow will be triggered. <ul><li>Refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360016273578-Ticketing-with-Email-parser" rel="noopener nofollow">guide</a> to learn more about message threading. </li> </ul></li> <li>This workflow can be used on internal notes as well. <ul><li>Use different keywords to meet any specific needs. </li> </ul></li> <li>You can change the triggers or add multiple ticket or account conditions as you please</li> <li>Notification or updates can be set according to your needs. </li> </ul><p>Related articles </p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360013575457-Getting-started-with-Workflows" rel="noopener nofollow">Getting started with Workflows</a></p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fknowledge%2Farticles%2F360017186297%2Fen-gb%3Fbrand_id%3D3173256" rel="noopener nofollow">Automation with Workflows : Using Keywords</a></p> </article> </main>