Service Desk projects come with a nifty utility you can use to add some automation tasks in the project. This utility assists the team with performing recurring tasks and enforcing some policies.
For instance, we just added a new SLA time to assign the issue to an agent within four hours of its creation. We could actually post a comment on the request when only 60 minutes are remaining in this SLA. This comment would be visible only to existing agents assigned to this project.
To add a new rule, click in the Add rule button on the top-right corner, as shown in the following:
Figure 17
In the New automation rule popup, select Create ...
