Automating common and repetitive tasks

There are a number of requests received daily by IT service desks that are repetitive and mundane, and that are prime candidates for automation.

By automating tasks, not only are you reducing the need for human intervention and potential errors during the completion of these tasks, but you are also enabling increased productivity for the end user by reducing the time taken to fulfill their request.

In this section, we will take a look at using automation to handle password resets, which is quite possibly one of the most common requests handled by service desks.

Let's look at an automation rule that will automatically reset a user password when the user raises a password reset request in the service desk.

Creating a rule to automatically reset passwords

Probably one of the more frequent and time-consuming tasks faced by IT service desks is the request to reset a user's password, making it a prime candidate for automation...