Actions are at the heart of One-Steps. They define what a One-Step does when it runs. Numerous Actions are available for you to add to One-Steps in multiple combinations. Use the General page in the One-Step window to define the list of Actions for the One-Step to execute. When you add an Action to a One-Step, you must define how you want the Action to behave.
To define Actions for a One-Step:
The One-Step window opens.
Tip: Click the Edit button to edit a selected Action. Click the Copy button to copy a selected Action, and then edit the details. Click the Delete button to remove a selected Action. Use the Up/Down arrows to change the order of the selected Actions. Actions will run in the order they appear.
Example: If a particular individual or Team is specifically assigned to handle Conferencing/Presentation, you can create a One-Step that automatically assigns all Conferencing/Presentation Incidents to that individual or Team. This is done by creating a condition so that the Incident owner is only assigned to the specified individual/Team if the Incident Service equals Conferencing/Presentation. If an Incident is of a different service type (ex: Printing), then the Action to update the Incident owner will not run.
The Edit One-Step Action Condition window opens.
When an Action is conditional, it is identified by a question mark icon. The Action is not executed if it does not meet the defined condition.