Configure Playbooks

Configuring Playbooks

Access the settings menu to configure Playbooks:

1. Click on your name in the top right corner.

2. Select System Settings from the drop-down menu.

3. On the left side of your screen, select Playbooks under Automation.

4. Click on the Add new Playbook button.

5. Enter a name for this Playbook (this should be something that will help you identify it from future Playbooks)

6. Next click on the Add Transition button.

1. Enter a name for this Transition

2. Click on the Source State drop-down menu and select NEW

3. Click on the Target State drop-down menu and select + new State

4. Enter a name for this new target state. For our example, we are using CustomerNotice

5. Under Type, select the Manual button.

6. Next, click on the Integrations drop-down menu and select the Mail Template you created for email notifications.

7. Finally, click on the Add/Apply button.

Now we want to add another transition step to our workflow:

1. Click on the Add Transition button

2. Enter a name for this Transition

3. Click on the Source State drop-down menu and select the target state that we just created named CustomerNotice.

4. Click on the Target State drop-down menu and select Resolved.

5. Under Type, select the Automatic button.

6. Next, click on the pencil icon in the blue box next to the Precondition field.

1. Click on the Rule button

2. Under Event Type, select Case, State Entry Date

3. Under the next option, we will want to select is more than

4. In the following two fields, we will want to select our time range, in this case, seven days

5. Finally, click on the Add/Apply button.

You will be brought back to the main Transition page, and the precondition field will now be populated with the data you just selected.

Finally, click on the Add button.

You will be brought back to the main Playbook page. You need to click on the green START arrows to enable these transition steps.

Finally, click on the Save button.

The transition type controls how a transition is triggered.

• Manual - A button is shown on the case page depending on the precondition. Clicking the button triggers the transition.

• Event - When a new event is appended to a case the precondition is evaluated. If it matches, the transition is triggered.

• Automatic - The precondition is checked periodically and if it matches, the transition will be triggered. Use this if the transition depends on time, e.g. "after 14 days, go to the next state".

• API - No button is shown. The transition can only be triggered via API call.