Administrative & Workflow AutomationPurpose
1.2. Automate assignment of urgent issues, monitor response SLAs, and automate close-out notifications for completed tasks.
1.3. Automate escalation for unaddressed requests and generate reports on request patterns, priorities, and staff performance.
Trigger Conditions
2.2. Incoming requests through email, SMS, internal chat, or IVR.
2.3. Automated sensor alerts or IoT events indicating facility faults.
Platform variants
• Feature/Setting: Configure Incoming SMS trigger; use Messaging API to automate intake of maintenance requests via text.
• Sample: Webhook URL set to receive SMS, parse content, and trigger routing automations.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook to automate extraction of email-based maintenance requests and route them.
• Sample: Enable webhook, map email fields to automator input.
3.3. Microsoft Forms
• Feature/Setting: Automate new response triggers to capture form submissions for maintenance; use Power Automate with Form connector.
• Sample: Automate form event triggers workflow start.
3.4. Google Forms
• Feature/Setting: Automate trigger on new form entry; use Apps Script to route requests.
• Sample: Script runs on form submit to invoke automated workflow.
3.5. ServiceNow
• Feature/Setting: Incident Management API automates ticket creation and assignment workflows.
• Sample: Automate ticket creation upon request trigger via API.
3.6. Salesforce Service Cloud
• Feature/Setting: Case automation rules with Service Cloud API; auto-assign courthouse cases by category.
• Sample: Automated process builder rule sets assignment queue.
3.7. Zendesk
• Feature/Setting: Ticket automator triggers and automations to route maintenance tickets.
• Sample: Automated trigger routes tickets by facility type.
3.8. Jira Service Management
• Feature/Setting: Automate issue creation and transition with REST API; categorize and assign by component.
• Sample: POST to /rest/api to automate ticket processing.
3.9. Slack
• Feature/Setting: Incoming webhook to automate notification of new requests; Slack bot posts details in channel.
• Sample: POST to webhook automates alert to maintenance group.
3.10. Microsoft Teams
• Feature/Setting: Power Automate Teams connector; automates posting/DM of request detail to group.
• Sample: Automated message to teams channel when request logged.
3.11. Ivanti
• Feature/Setting: Service Manager REST API automates routing and status updates for maintenance tickets.
• Sample: API automation creates and monitors request lifecycle.
3.12. Freshservice
• Feature/Setting: Automator automates ticket routing based on request fields; Freshservice API integrated for ticket management.
• Sample: Automated workflow routes to facilities group.
3.13. IBM Maximo
• Feature/Setting: Automated Work Order API; automator raises and routes requests to facility engineers.
• Sample: POST to /oslc/workorder to automate creation and assignment.
3.14. BMC Helix ITSM
• Feature/Setting: Automated workflow with Smart IT REST API; automate ticket tracking and redirection.
• Sample: Automated API push to create new job, assign to staff.
3.15. Monday.com
• Feature/Setting: Board automations trigger on item creation to route maintenance issues; API for integration.
• Sample: Automated column status update to assign tasks.
3.16. Trello
• Feature/Setting: Power-Up automator to move cards and notify users based on labels.
• Sample: Automatedly move new request cards to "To Do" list and alert team.
3.17. Asana
• Feature/Setting: Rules automation to assign tasks and auto-update status; API integration for request intake.
• Sample: Automatedly assign maintenance task to facility manager.
3.18. Airtable
• Feature/Setting: Automation triggers on new record to route requests; Webhooks/API to dispatch.
• Sample: Automatedly create record, invoke external endpoint for routing.
3.19. Zapier
• Feature/Setting: Automated multi-app workflow to capture, parse, and route maintenance requests across various platforms.
• Sample: Trigger: New Submission; Actions: Filter by category, route email/SMS/task.
3.20. Google Chat
• Feature/Setting: Incoming Webhook automates posting new maintenance notifications to Chat space.
• Sample: Automatedly summarize and alert in selected space.
Benefits
4.2. Provides traceability, automated SLA tracking, and escalations.
4.3. Ensures real-time automated notifications and status updates to all stakeholders.
4.4. Enables data-driven decision-making through automated request analytics and reporting.
4.5. Automator improves service response time and enhances courthouse operational reliability.