Strata Tickets

Rules

For people with Manage ticket settings: Tickets > Manage > Rules.

When a rule runs

A rule has a trigger, conditions and actions. Ticket Created rules run as the ticket is filed; Ticket Changed rules after a change is saved; time rules (time in status, time since update, past due) on the fifteen-minute check, once per condition; schedules on their day. Asset rules hear an overdue loaner, a custody change, a closed audit or low stock.

What a rule can do

Assign to a person or put the ticket on a team (on Ticket Changed and Time rules; Routing does it for new tickets), set the status, add followers, notify people and groups (a notification each, email as the rule says), require a form, create a linked ticket, set a field, set the due date, send an email to a district address, start an audit campaign (schedules), or stop the rules after it.

Order and History

Rules run in their order under each trigger. Every change, skip and failure is written on the ticket's timeline with the rule's name, and on the rule's History or Runs.

The simulator

The Simulator tab runs the rules against a made-up ticket, or recent tickets, and shows what each would do, without changing anything.