Configure Periodic Digests for Pending Tickets

Access the Workflows

1. Navigate to the Workflow section in OneLens.

2. Click the Create button in the top-left corner to start a new workflow.

Create a New Workflow

1. A dialog box will appear, asking for a workflow name. Enter a descriptive name, such as Periodic Digest for New Tickets.

2. Optionally, you can add a description.

3. Click Create to proceed.

Select a Trigger

1. In the workflow setup, select the Tickets option as your trigger.

2. For this scenario, choose from All Ticket Digest with the desired timeframe, as you want to trigger the workflow when a new ticket is generated.

Configure The Trigger

The next step is configuring the start of the triggers.

1. Set the specific day and time at which the digest will be dispatched.

1. Next, configure the conditions for the trigger. You have two options for how these conditions should apply:

   1. Trigger when all conditions match – the workflow triggers when all conditions are met.

   2. Trigger when any condition matches – the workflow triggers when one of the conditions is met.

2. To add multiple conditions, click the Add Rule button.

Set Conditions

Each condition requires three fields:

1. Criteria: Choose the property of the ticket to filter by, such as:

   1. Ticket: Status, Category

   2. Recommendation: Potential Savings, Effort

   3. Resource: Name, Account, Region, Service, Tags

   4. Cost Center (Org Hierarchy): Cost Center, Category

   5. Policy: Name, Category

2. Limit: Select a comparison operator (e.g., Greater Than, Less Than) for the chosen criteria.

3. Borderline: Set the value to compare against.

Example Condition:

• Criteria: Potential Savings

• Limit: Greater Than

• Borderline: 500 (filters for tickets with potential savings greater than $500)

You can add multiple conditions with different criteria, limits, and boundaries.

Once you've defined your conditions, click Save Changes to finalize the trigger.

Set Up Email Notifications

1. After setting the trigger and conditions, click Add Step.

1. Under Messaging, select Send Email to Users.

Configure the Email

• Recipients: Enter the email addresses of the users who will receive the notifications.

• Cc/Bcc: Optionally, add recipients in the Cc or Bcc fields.

• Subject: Define the subject of the email.

• Message: Write the content of the email.

Preview the Email

• To ensure the email is formatted correctly, click Show preview with mock data. This shows a preview of the email with sample data.

• If everything looks good, click Save Changes.

Publish the Workflow

Review your workflow to confirm everything is set up properly. When you’re ready, click Publish to activate the workflow.