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Tribu Triage Classifier – Example – New User Request

First Release

This capability has been under beta testing and is now available to all Tribu partners. This first release has limited customisations and is an introduction to machine-driven predictions for your helpdesk service. Because of this, we are seeking your feedback on ways to improve and implement it for day-to-day use. Feel free to provide feedback here.

New User Requset

This automation targets end-users who – despite how much we ask for detail as their IT partner – never give enough detail when wanting a new user to be set up. For any ticket predicted to be a new user request, this automation will send a notification back to the end-user requesting them to fill out a specific form with all the details required. In this scenario, it is expected that you have some existing form or customer portal that you can link them to. If not, you will likely have access to create free Google Forms and Microsoft Forms from within your own partner portal.

Note: In this example, I take a fairly strong stance on end-users following processes. A request for New Users should always be done via the designated ‘New User Form’ which for many IT providers is part of their Customer Portal or SOP.  Anything outside of this process that comes into the helpdesk results in the end-user being directed to the correct form and the ticket being closed immediately. You can of course choose a different way to handle the ticket itself – this is just one example

In this scenario, the Triage Classifier returns a result of

Issue: System Setup
SubIssue: New User Request

Workflow instructions

These instructions are specific to Autotask, but can be adapted for other Ticket System vendors. If you have existing rules to manage account inquiries you can update the existing rule instead of creating a new rule.

  1. Open Admin -> Automations -> Workflow Rules -> Workflow Rules
  2. Ensure the Service Desk tab is open and click the New button
  3. Enter a Workflow Rule Name for easy identification and a description allowing others to understand the purpose of this rule
  4. Set Events to Edited by: Autotask Resource
  5. Set Conditions to:
    • UDF: tribu.issuetype : Equal to : System Setup
    • UDF: tribu.subissuetype : Equal to : New User Request
  6. Set Updates to
    • Status = Complete
  7. Turn on Actions: Create Ticket Note and updated the fields. EG:
    • Publish To: All Autotask Users
    • Append to Resolution: True
    • Title: Ticket Closed Automatically
    • Description: something sensible about filling out a for
  1. Go to the Notification tab at the top and fill out your with your preferences for updating the end-user. EG:
    • Ticket Creator
    • Send Email From: Support Email Address
    • Notification – Set your Notification Template. See example in Notes
    • Enable the Create Note from Ticket Notification and update with your preferences

  2. Save & Close

 

Notes

  • You can add other conditions to the workflow rule to only apply this to specific queues or customers

An example for the Ticket Notification Template

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