Case Automation Rules¶

Case Automation Rules in Mythradon enable organisations to streamline Case management by defining automated actions that respond to periods of inactivity. These rules help ensure that Cases are handled promptly and do not get overlooked.

Notes

Case Automation Rules is a separately licensed module. It will only be available in your Mythradon instance if it has been purchased and installed.

What Case Automation Rules Can Do¶

Case Automation Rules can be configured to automatically:

Assign Team Ownership
Change the Case Priority
Update the Case Status
Send Email Notifications

These actions are triggered after a defined period of inactivity on a Case. For example, if a high-priority Case is created via the customer portal and no action is taken for two hours, the system can automatically send a reminder email to the Assigned User.

Defining Inactivity¶

A Case is considered active when any of the following actions occur:

A Case field is updated
A Call is logged against the Case
An Email is added to the Case
A Stream Post is made on the Case

You can configure each automation rule to include or exclude specific types of activity when determining whether a Case is inactive.

System Behaviour and Limits¶

Rule Evaluation Frequency: Case Automation Rules are evaluated once per hour.
Action Limit: A maximum of 10 Case Automation Actions can be executed per hour. This is generally sufficient for organisations handling up to 100 Cases per hour. If your usage exceeds this, please contact Mythradon Support.
Case Age Limit: Automation rules are only evaluated for Cases that were created within the past 90 days. To change this window, contact Mythradon Support.

Important Notes¶

Note

To apply assignment rules immediately upon Case creation, consider using formula fields or workflows on the Case entity. Case Automation Rules are intended for use after a delay due to inactivity.
If a Case Automation Rule updates the Case's status or priority, this change is logged as activity. Be cautious when creating rules that may chain together, as one rule's action may prevent another from triggering.
Sending an email via a Case Automation Rule does not count as activity and will not reset the inactivity timer.

Creating a Case Automation Rule¶

To create or manage Case Automation Rules in Mythradon, navigate to Case Automations from the main menu. You'll see a list of all existing automation rules.

Case Automations List - Light Case Automations List - Dark

Use the search bar to quickly find and edit existing rules, or click the Create Case Automation button to define a new automation.

Case Automation Rule Properties

Field	Description
OVERVIEW
Name	A meaningful name for your Case Automation Rule.
Active	Enable or disable the rule. The rule must be active to trigger any action.
Description	A brief description of what the rule does or its intended use case.
QUERY DETAILS	Note: These criteria define the conditions under which the rule should evaluate a Case. All filters collectively form the WHERE clause for the underlying Case query.
Trigger Case Not Updated In	Select the time period of inactivity after which the rule should be triggered. Options include: 1–12 hours 1–14 days
Case Update Includes Creation of	Choose which related activities reset the inactivity timer. Options: Call Email Stream Post
Case Status	Select the Case Statuses that this rule applies to.
Case Priority	Select the Case Priorities the rule should target.
Case Type	Filter the rule to specific Case Types, if required.
Trigger Once Only Per Case	Enable this if the rule should only fire once per Case.
Custom Field Name 1	`Custom Field 1` that used in conjunction with the `Custom Field 1 Value` can be used to further refine filtering. This will list all ENUM fields on the Case entity.
Custom Field Value 1	`Custom Field Value 1` that used in conjunction with the `Custom Field 1` can be used to further refine filtering. Note: The ENUM values are not displayed. You will need to check the entity definition for the values of the selected field.
Custom Field Name 2	`Custom Field 2` that used in conjunction with the `Custom Field 2 Value` can be used to further refine filtering. This will list all ENUM fields on the Case entity.
Custom Field Value 2	`Custom Field Value 2` that used in conjunction with the `Custom Field 2` can be used to further refine filtering. Note: The ENUM values are not displayed. You will need to check the entity definition for the values of the selected field.
ACTIONS
Action	Type of Action to perform. Available options: Assign Team Change Priority Change Status Email Note: Changing this value will hide/display the following values.
New Team	The `Team` to assign visibility of the Case to. This field is only available if the `Action` includes `Assign Team`. This will display all `Teams` that have been setup in your system. This can be used as an escalation process.
New Case Priority	The `Priority` to assign to the Case. This field is only available if the `Action` includes `Change Priority`. This will display all values that have been configured for the `Priority` field.
New Case Status	The `Status` to assign to the Case. This field is only available if the `Action` includes `Change Status`. This will display all values that have been configured for the `Status` field.
Email To	The `Email to` allows you to select the Entity that an email will be sent to. This field is only available if the `Action` includes `Email`. This field works in conjunction with the `Email Template` and `Group Outbound Email` fields. Available options are: Account - will address the Email to the email address on the Account related to the Case Assigned User - will address the Email to the email address for the Assigned Owner (User) of the Case Contact - will address the Email to the email address on the Contact related to the Case
Email Template	The Email Template that will be used to construct the email that will be sent.
Group Outbound Email	Group email account to use to send the email. If not set then the system default outbound email settings will be used.