Automation Processes
Automation Processes could include either automatically completing an Action when a particular event takes place (example: When an Incident is closed, send a notification to the Customer), or handling time-sensitive issues (example: If the Customer has not been contacted within four hours, automatically remind the Technician). Automation Processes can also watch for trends (example: If the number of open Incidents exceeds a particular threshold, then automatically act). Automation Processes operate within the timeframe of defined Business Hours.
There are three types of Automation Processes:
Visual Workflow
Process: Defines a sequence of time-based and event-based steps that
manage a Business Object as it passes through various stages.
Threshold-Based
Process: Watches a value and performs an Action after a threshold is
crossed.
Simple
Action/Event Process: Runs a
One-Step Action or Action after a specific event occurs.