Ask the Community
Groups
Automation with Workflows : Using Keywords - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> Introduction </p> <p>This article is a part of the Workflow automation series. In this guide, we will cover how to set up a workflow to trigger using certain texts or portions of text. 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>. All the examples in this series are customizable to your needs. </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 a Client is sending an email to your parser with a certain keyword for which the system should run a workflow once the ticket is created.</li> <li>Created By<strong>: Clients</strong> </li> </ul><h4 data-id="conditions">Conditions</h4> <ul><li>In the conditions tab, for <label id="ctl00_phContent_lblTicketTitle" for="ctl00_phContent_ddlOprTicketTitle"><strong>Title </strong>fill in your keywords.</label> </li> <li>The <strong>Title</strong> field correlates to the subject line of a ticket.</li> <li> <strong>Details</strong> field correlates to the Body of the email</li> <li>We will be using a keyword in the condition. This field is constant and the data in here has to always match the ticket subject line. </li> <li>We can use multiple keywords using this format <strong>Keyword1%Keyword2%Keyword3. </strong>The system will try to search for any of the three keywords in an Or Condition to match against the Ticket.</li> </ul><p>Usage </p> <ul><li>For our example, if the email coming into the parser has a <em>connection</em> or <em>restored</em> or both in the subject line this workflow will be triggered. </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> <li>A similar workflow can be set up for Details as well. Details is also a constant field and need to match what is set in the workflow.</li> </ul><p>Tips</p> <ul><li>If you use both Title and Details fields, Workflow will take this as an <strong>AND</strong> condition. In an email, if the title and details are <strong>both</strong> matched the workflow would run. It won't work as an OR.</li> <li>We don't support regular expressions in these fields. They will be ignored and only the text will be matched. </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%2Fhc%2Fen-gb%2Farticles%2F360017368958" rel="noopener nofollow">Automation with Workflows : Using Hashtags</a></p> </article> </main>