Popular topics: black Abuse Contact Validation

Playbooks

You will need to access the settings menu within AbuseHQ to configure Playbooks.

To do this, you will click on your name in the top right corner, and select settings from the drop down menu. On the left side of your screen, you will want to select Playbooks under Automation.

Click on the Add new Playbook button.


Enter a name for this Playbook, something that will help you to identify this one apart from future Playbooks.

Next click on the Add Transition button.


Enter a name for this Transition

Click on the Source State drop down menu and select NEW

Click on the Target State drop down menu and select New State
Enter a name for this new target state. For our example we are using CustomerNotice

Under Type, select the Manual button.

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

Finally, click on the Add/Apply button.


Now we want to add another transition step for our workflow. Click on the Add Transition button

Enter a name for this Transition

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

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

Under Type, select the Automatic button.

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

Click on the Rule button

Under Event Type, select Case State Entry Date
Under the next option, we will want to select is more than
In the next two fields, we will want to select our time range, in this case 7 days

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/Apply button.


You will be brought back to the main Playbook page. In order to enable these transition steps, you will need to click on the Green START arrows.

Finally, click on the Save button.


This is what the main Playbook page will look like.


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