<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><br></p>
<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Creating a Quick Action</strong></p><p><strong>- Setting the Automation on the Workflow</strong></p><p><strong>- Using the Action</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Associated Admin Guides:<br></strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer">Actions</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer">Workflows</a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/919/" target="_blank" rel="noopener noreferrer"><strong>Creating and Using Quick Actions</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Quick Action</span></strong></p><p>To automate an action on a workflow, a Quick Action needs to be used. To configure one, go to Configuration > Tickets > Actions > New.</p><p><br></p><p>Name your action and action button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3OWRhODQzLTU0OTAtNDZiZC05YWYwLWVmYWMxOWYxMWE1ZSJ9.mFNgXuKdWcq0-h_hA0pzaKK-NBKpo7cL9-XWr4IFipU" width="365" height="409" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Outcome Description and Button Name</span></strong></p><p><br></p><p>Enable the<strong> Is a Quick Action</strong> checkbox. You can then set if you want the status to change after the action is used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMTRhMjRjLTA3M2UtNGYyMi05ZmI4LThmMmYwYWE2Y2ZkMCJ9.VAcrRZp3f0uZ1ww_UmqdRYM3zlNHGwoytNkct-75zG4" width="964" style="width: 966px; height: 264.141px;" height="264" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Is a Quick Action checkbox and Status After Action dropdown</span></strong></p><p><br></p><p>In this example, I am going to use the Quick Action to send an email. In the Defaults tab, set the Send an Email toggle to Yes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzNjMwYjIyLTg2ZmYtNDYyOS05M2I3LTEwNTEyNmRiNmUzNiJ9.PELj-3tbDwOhIZIEifkMo-qCfvoRwbJUvLqeXrnu4mo" width="412" height="363" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Send an Email set to Yes</span></strong></p><p><br></p><p>Scrolling down, I am then choosing the template I want to send out (email templates can be created/ edited from within configuration > email > email templates)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NTQ5N2EyLTc5ZWYtNGQ0MS1hOGM1LWZjMDc2NzdkNTA2NyJ9.7IS40cle3nakms-GjVbnyM8SeS5AQvidwa9rWTchgXM" width="308" height="266" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Email Template on an action</span></strong></p><p><br></p><p>Upon saving, you now have the action configured.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting the Automation on the Workflow</strong></span></p><p><span style="font-size: 11pt;">Configuration > Tickets > Workflows > choose the workflow you want to add the action to > Edit > edit the step you want to add it to > Add.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhNmFhNzA1LTc1YzYtNGJkNC04MTY3LTMzZDBlMDk4NTNlNCJ9.J4H1UJ_NZyVWAIUVXgyHz7bQejJmIDKiteoHzY-4NZ0" width="1207" height="634" class="fr-fic fr-dii"></p><p><strong>Fig 5. Edit Step Button on a Workflow Step </strong></p><p><br></p><p><span style="font-size: 11pt;">You will then see this screen where you can choose the Action Type as Automation, Type as Quick Action, then select the Quick Action we made.</span></p><p><br></p><p><span style="font-size: 11pt;">Conditions will be checked upon entering the step, and any time a ticket updated whilst in that step. This constitutes any change such as adding an action, updating a field, etc.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZDg0M2NjLTFiYWUtNDBlMy1hNjU0LTAwZGVlY2ZhYmNmNCJ9.CqQ4rx0P7ZVv3A1EYaxJOsWAUdwZle7WHiFZ6Dd-iWM" width="526" height="766" class="fr-fic fr-dii"></span></p><p><strong>Fig 6. Configuring the automation for the quick action</strong></p><p><br></p><p>You can add conditions here - I set mine to when the Agent is Unassigned.</p><p>From v2,242+, the "Email To" addresses can be used as a workflow automation criteria. This means if the addresses are updated to include an email address which matches this criteria the automation will run.</p><p><br></p><p>In this example, I have set the Trigger as <strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the ticket</strong>. </p><p><br></p><p>There are three Trigger options.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmYjlkYjVlLWVlMzctNDg1OS05OGI5LWMyMmUxNTFiNGJhMCJ9.o5_X2FY_7C83nfl_7JyBce_hdlGyZkIFtpXCV0XVVZI" width="526" height="251" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. List of trigger options</span></strong></p><p><br></p><p><strong>When meeting the conditions through entering the step or updating the Ticket</strong> - Applies as soon as these conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the Ticket</strong> - Applies after the set number of minutes where the conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of days before/after a field value and meeting the conditions through entering the step or updating the Ticket </strong>- Applies after the set number of days where the conditions are met on the step and a date field is set. As shown in figure 7, the fields that can be chosen on the dropdown are date fields, this is inclusive of date fields created in the ticket entity of custom fields (custom fields can be created from within configuration > custom objects > custom fields)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkMjE5YWFiLWNmYmQtNDAwMy1iMGNjLWE3MmY4NjY5MjJmMyJ9.D8JvrmHN9Go3mifM7sF_Ki7q9UDumsBK1mBcAXARGkc" width="534" height="255" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Using the Start Date & Time field to trigger the field value</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you have multiple automations in the same step that are all using the Trigger type 'When meeting the conditions through entering the step or updating the ticket', you have the option to give each automation a sequence to instruct the system in which order to run the automations. Lower sequence automations (e.g. '1') will run before higher sequence automations (e.g. '5').</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxMDhmMTM5LWFkMzAtNDdkOC05ODY3LTUzM2ZkOTI1MTExMiJ9.uJwqJ01UmcE3ZjsEWIi_KZEMiOpc22Jn-UkoP4LQwas" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 592.127px;" height="592"></span></p><p><br></p><p><strong>Fig 9. The new sequencing option for automations set to trigger immediately on workflow steps (2.228.1+)</strong></p><p><br></p><p>Scrolling to the bottom, I have configured my action to move to the "Opportunity Lost" stage if it stays on the "Negotiation" stage for 10 minutes (as shown in figure 5). If using this example, you would likely set this to a much longer period.</p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Action</span></strong></p><p>Here, I have now raised an opportunity ticket that has the workflow I added the Quick Action automation to, and have raised the quotation to get to the stage with my automation.</p><p><br></p><p>Upon waiting the 10 minutes I have set (or whichever time you set), it will apply my Quick Action to move my workflow along and send out the email, which I have created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZjI4YzNmLWQ1ZWUtNDBkNy05YzEzLWMzOTUwMTZkNzc5OCJ9.TqR_6slPQdO3BTVcCy_Wg4UWicdgXainL4iwbl0ASvs" width="984" style="width: 986px; height: 455.375px;" height="455" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quick Action in use on a ticket with that workflow</span></strong></p><p><br></p><p>It has now sent out the email configured in the Quick Action via an email template (An email template is a pre-configured email that can be automatically sent out), and moved the workflow stage to Lost. If using the status change on the Quick Action, you could also have it set the status to Closed after running to close the ticket automatically.</p>
