Why It Matters
Automated responses reassure users that their email or portal submission didn’t disappear into a black hole, providing immediate confirmation and an official ticket number for tracking.
How to Set It Up
You can build highly customized auto-responders using the visual Workflow Automation Engine located on the ITAM side of your account:
- Access the Engine: In AssetSonar ITAM, navigate to Automations → Workflows & Automations and create a new workflow.
- Set the Trigger: Choose the “Ticket is Created” event trigger to start the flow.
- Configure the Email Action: Drag an Action node onto the canvas, connect it directly to your trigger, and select the action to send an email.
- Customize with Placeholders: Set the recipient to the Requester and draft your message. Use the system’s Automation Placeholders (e.g.,
{{ticket.id}}) to dynamically insert the new ticket number and provide a direct link back to the portal so they can check their status. - Activate: Toggle the workflow status switch to Active so the engine immediately begins dispatching your custom acknowledgment for every new request.
(Note: To learn more about utilizing dynamic placeholders and building multi-step messaging sequences, read our full guide to the Workflow Automation Engine.)
Next Steps
Submit a test request from an external email address and verify that the automation triggers promptly, delivering the correct ticket ID and formatting straight to your inbox.
