6. Create and update automation rules
Automation rules will do the repetitive tasks for you and make sure your change requests behave as they should. The rules you’ll create will do the following actions:
Determine and assign the proper change risk
Calculate the priority
Escalate Emergency changes
Auto-approve Standard changes
Create automation rules
Open your project.
Go to Project settings > Automation.
Select Add rule and choose Custom rule.
Add the following rules:
Rule 1: Determine risk based on affected object’s importance
This rule will check the value of the Importance attribute of the affected Insight object and adjust the change risk accordingly. For example, if the object’s importance is Critical, the risk will be set to Critical, and if it’s High – the risk will be set to High as well.
| When... | If... | Then... |
|---|---|---|
| Trigger: Issue created | Condition: Issue matches Advanced query:
| Action: Edit issue Field: Change risk Replace with value: Critical |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Change risk Replace with value: High | |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Change risk Replace with value: Medium | |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Change risk Replace with value: Low |
Rule 2: Calculate priority based on change’s impact and urgency
This rule will check the values of the Impact and Urgency fields of the change and update the priority accordingly.
| When... | If... | Then... |
|---|---|---|
| Trigger: Issue created | Condition: Issue matches Advanced query:
| Action: Edit issue Field: Priority Replace with value: Critical |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Priority Replace with value: High | |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Priority Replace with value: Medium | |
| Else if... | Then... | |
Condition: Issue matches Advanced query:
| Action: Edit issue Field: Priority Replace with value: Low |
Rule 3: Escalate emergency changes
This rule will transition Emergency changes right to the Implementation status on the workflow. Also, a public comment about it will be added.
| When... | If... | Then... |
|---|---|---|
| Trigger: Issue created | Condition: Issue matches Advanced query:
| Action: Transition issue Transition: Emergency override |
Action: Add comment Comment text:
Comment type: Public |
Other automation rules
You can also set up other automation rules to manage your changes. For example:
- When a change request is created, comment on the issue to make sure that change type and risk are captured.
- When time limit is up, remind change reviewers or approvers of their pending approvals to ensure timely changes.
| When... | If... | Then... |
|---|---|---|
Trigger: SLA threshold breached Event: Time to approve normal change SLA has breached | Condition: Issue matches Advanced query: status = “Awaiting CAB approval” AND issueType = Change | Action: Add comment Comment text: CAB members, we're trying to complete the change review cycle in a timely manner. If you haven't already, please review it today. Comment type: Public |
Update existing automation rules
Edit the following rule to make it work with the new workflow.
Rule: Auto-approve standard changes
With these updates, Standard changes will be automatically approved and transitioned to the Implementing status. Also, a public comment about it will be added.
| When... | If... | Then... |
|---|---|---|
| Trigger: Issue created | Condition: Issue matches Advanced query:
| Action: Transition issue Transition: Ready for implementation |
Action: Auto approve/decline Answer: Approve | ||
Action: Add comment Comment text:
Comment type: Public |
Next steps
When you’re ready, go to 7. Set up a calendar to coordinate your changes.