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How to create & edit automated actions

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The automated actions menu allows you to automatize the process of spreading information from the Work Place and many more options.
One purpose of automated actions for example is to send out information automatically from the Work Place, eg. via automatic emails
or Ticket info updates that reach customers automatically.

You can think of automated actions as a sandbox for creating automation inside the Work Place.
The most common use of automated actions is automatically sending relevant ticket information and updates to your customers.

By smartly configuring automated actions, dispatchers are not burdened with unnecessary work, resulting in less organizational effort, and allowing dispatchers to focus on what’s important. Our solution engineers can help you configure automated actions to meet & match your exact needs.

Option1: Preconfigured automated actions

Option 2: Custom automated actions
How can you benefit from automated actions?
  • Companies that want to give customers the most crucial information regarding tickets in a structured way
  • Companies that rely on automated information spreading
  • Companies that want to rely on automated processes

What are the benefits of using automated actions?

  • Relatively easy to configure
  • Huge beneficial impact on daily business
  • Customers keep track of their tickets
  • No more manual requirements of sending out information like emails, SMS

Which types of automated actions are existing?
Automated actions are divided in two types. There are some templates, which we call preconfigured automated actions, which are ready to use with just a few remaining setup steps. However, if you want to go the full route, you can also create Custom Automated Actions, and benefit from nearly endless setup possibilities. 

Option 1: How to setup preconfigured automated actions

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In this section you will learn how to utilize preconfigured automated action templates. You can choose between different preconfigured automated actions.

  1. Inside the Fieldcode Admin Panel click on the plus button to open the automated action form and to be able to choose a preconfigured automated action.
  2. Select one of the further below described pre-configured actions. Browse through all of them in the sections below to learn more about their purpose.
Picking a preconfigured automated action

Send the end user a link to track ticket progress
With this option, your ticket requestors will be able to track the progress of the ticket via the Customer Portal.

  1. Click on the plus button to open the automated action form.
  2. Select Send the end user a link to track ticket progress from the Available Options dropdown.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your Automated Action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

A link will be sent to the end user via an email. End users will be able to track tickets via the Customer Portal after the automated action is set to active.

Send the end user a link to schedule an appt. and track ticket progress
With this option, your ticket requestors will receive an email with a link where they have the possibility to track tickets via the Customer Portal and also book and change appointments.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end-user a link to schedule an appointment and track ticket progress from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your Automated Action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

A link will be sent to the end user via an email. End users will be able to track tickets via the Customer Portal after the automated action is set to active.

Send the end user an email about the appointment time and date
With this option, your ticket requestors will be announced via email about the upcoming appointment time and date.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an email about the appointment time and date from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your automated action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An email with the appointment time and date will be sent to the end user. The end user will be able to understand his appointment time and date.

Send the end user an email about the appointment cancellation
With this option, your ticket requestors will be announced via email about an appointment cancellation.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an email about the appointment cancellation from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your automated action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An email with the appointment cancellation will be sent to the end user. The end user will be able to understand that his appointment has been canceled.

Send the end user an SMS about the appointment time and date
With this option, your ticket requestors will be announced via SMS about the upcoming appointment time and date.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS about the appointment time and date from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your automated action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the SMS content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
  8. Click Save.
What is the purpose of the created link?

An SMS with the appointment time and date will be sent to the end user. The end user will be able to understand his appointment time and date.

Send the end user an SMS about the appointment cancellation
With this option, your ticket requestors will be announced via SMS about an appointment cancellation.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS about the appointment cancellation from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your automated action a name.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the SMS content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An SMS about appointment cancellation will be sent to the end user. The end user will be able to understand that his appointment has been canceled.

How to fine-tune pre-configured automated actions
After adding your pre-configured automated action, you can fine-tune what text input is sent to the customer.
Simply click on the pencil button to change the text and configure aliases. 

  • The pencil button lets you edit the action type, while the trash button lets you delete the action.

    An automated action doesn’t have to have just one Action, you can have multiple actions applied to one automated action.

  • Here you can edit the recipients.

    The affected email alias will use ticket details from the ticket to fill in the data. So instead of the Alias @affectedEmail the actual recipient value of the ticket will be auto-filled. As aliases are dynamic and tied to the ticket, the data will auto-replace accordingly.

  • Here you edit the subject.

    Aliases can be also used in the Subject field. They will be suggested context-based by the system.

  • Here you can edit the content.

    Aliases can also be used inside the Body field. They will be suggested context-based by the system. In this example the dispatched from and dispatched to times are used to dynamically inform the end customer.

     

Option 2: How to create & edit custom automated actions

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In this section, you will learn how to custom automated actions.

  1. Inside the Fieldcode Admin Panel click on the plus button to open the automated action form.
  2. Select Create a Custom Automated Action from the Available options dropdown.
  3. Fill in the Basic, Filters, and Action tabs.
Creating a custom Automated Action

1. Basic tab

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The Basic tab lets you describe your automated action and configure trigger events for you custom automated actions.

  1. Decide if your new custom AA should be set to active in the system.
  2. Insert a name for your new or existing custom automated action.
  3. Select a project from the drop-down, where the custom automated action should apply.
  4. (Optional) Insert a description for your new or existing custom automated action (eg. what exactly it does).
  5. Select a monitorable field from the drop-down that triggers the automated action, if the value inside this field changes.
  6. Click Save.
Filling out the Basic tab

2. Filters tab

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The Filter tab lets you configure trigger events for your custom automated actions.

Filters: Allows fine-tuning the criteria for automated actions using comparison and logical operators.
Condition: Defines a condition for your filter criteria.
Operator: Compares the condition with the comparison (IS EQUAL TO, IS NOT EQUAL TO, IS LIKE, IS NOT LIKE, IN).
Comparison Value: Defines with which value the condition is compared.
Connector: Allows you to combine a monitored field with another monitored field (AND, OR)

Filling out the Filters tab

3. Action tab

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In the action tab, you can decide which action or actions should happen based on the triggering events configured inside the Basic and Filter tabs.
You can check the further below Action types explained section to learn about what effect of the different action types.

  1. Select an action from the drop-down.
  2. Click on Add.
  3. Edit your desired action or actions.
  4. Click on Save.
Filling out the Action tab

Action types explained

Email action
This action will send out emails to customers based on selected triggers in the Basic and Filter tabs.

Did you know?

You can use aliases when utilizing the email action by typing the @ command inside a field. This will reveal an alias list. 

SMTP email settings
  • Configuring a "Custom Sender" inside Custom Automated Actions is only possible if the SMTP is configured either on project or account level.
  • In the Account menu, you configure the SMTP email settings on an account level, which means that the email sender will default to your choice.
  • If you want to configure SMTP email settings on a project level you have the option to do this inside Admin Panel -> Projects -> SMTP Email Settings.
  • Expected behavior when project SMTP and account SMTP are configured -> project SMTP will be taken for configured projects, account SMTP for non-configured projects.
Email actionField description
ActionDisplays the selected action type
FromInsert from which email address the email should be sent
ToInsert to which email address or addresses the email should be sent
CCCustomize to whom you want to CC ("Carbon Copy") the email
BCCCustomize to whom you want to BCC ("Blind Carbon Copy" the email
SubjectInsert the email subject
BodyInsert the email content

Call external API action
This action will send API calls/data to other systems based on selected triggers in the Basic and Filter tabs.

Call API actionField description
ActionDisplays the selected action type
Request typeGET/PUT/POST/PATCH/DELETE
URLURL
HeadersHeaders
Header fieldKey
Header valueValue
Include OAuth token?Yes or No
Request bodyRequest body

Create ticket info action
This action will create Ticket info in the Work Place, which can be customized with Acknowledge and Resolved fields based on selected triggers in the Basic and Filter tabs.

Create ticket info actionField description
ActionAllows you to select the desired action
TypeAllows you select the desired type of action
Text for ticket infoAllows you to insert ticket info text. Aliases can be used.

Send SMS action
This action will send out an SMS to customers based based on selected triggers in the Basic and Filter tabs.

  1. Insert the phone number(s) or alias of the recipients.
  2. Double-check the inserted recipients in the chip list.
    You can delete recipients directly by clicking on the x on a chip.
  3. Insert the message for the recipients.

Generate Customer Portal link action
This action generates a Customer Portal Link (including custom SMTP addresses if required) based on selected triggers in the Basic and Filter tabs.

  1. Check if the From field behaves as required.
    You can configure a custom project-specific SMTP configuration or use a global SMTP configuration if required.
    If you do not use SMTP configurations at all, the default Fieldcode Account Management sender address will be used for mailing.
  2. Enter aliases or potential recipients in the To field.
  3. Enter aliases or potential carbon copy recipients in the CC field.
  4. Enter aliases or potential blind copy recipients in the BCC field.
  5. Enter aliases and/or subjects in the subject field.
  6. Enable customer booking option for the Customer Portal, if required.
  7. Enter aliases and/or email content in the content field.
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