Configure Periodic Digests for Pending Tickets

This guide will walk you through the steps to set up periodic digests for tickets, helping you stay on top of pending tickets with a potential savings of $500 or more.

Use Case

Your goal is to set up periodic reminders from OneLens for tickets that have the potential to save $500 or more. This ensures you stay informed about important tickets that require attention, helping you make timely decisions.

Video Guide

For a more detailed walkthrough, refer to the video available here.

Step-by-Step Guide

1. 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.

2. 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.

3. Select a Trigger

1. In the Schedule section, set the periodic digest frequency. You can choose from:

   • Every day

   • Every week

   • Every month

2. For the type of digest, select either:

   • New ticket digest

   • All tickets digest

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.

NOTE: The time is based on the tenant’s time zone.

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.

4. 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.

5. Publish the Workflow

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

Result

Here is how your email will look: