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Configuring Automated Response

Each response action includes three possible configuration states:
  1. Automated - Response action is performed at the time the case is created
  2. Analyst Approved - Analysts can manually perform the action in the platform by clicking Resolve
  3. Approval Required - Red tag next to the response action notifying the analyst that they need to request approval from the end customer

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Tenant Configuration

To setup the automated response configuration for an individual tenant, navigate to the Settings page from the navigation bar. Select the appropriate toggle for each action that meets the needs for your environment. If global configuration is enabled, you will not be able to make changes for the tenant without first excluding the tenant from the global configuration.

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Global Configuration

For multi-tenant environments, you have the option to configure, and update, automated response for all of your tenants in a single location. Tier4 allows administrators to exclude specific tenants from this policy, allowing you to customize configuration at the tenant level. To setup a global configuration, navigate to the top right icon and select Automations. Click the toggle to enable global configuration, select your desired automation preferences, then click Apply Changes at the top of the screen. If you would like to change this configuration at any time, remeber that you must click Apply Changes for the configuration changes to take effect.