@Victor I have the 'automation' doing varies things now. Take the below as an example, I have created a service request for members of the Service Desk to elevate a basic user in Hornbill to a full user with the authoriser role. They raise the call through the portal and its get logged to SD Bot performs the below and resolves itself, if it encounters an error it assigns itself to my team to work out why it didn't work.
This is one of many 'mundane' tasks that I have automated, we have a big push at the moment to automate work where possible to reduce the amount of work that actually requires hands and eyes from the Service Desk. A big part of this is for directors to easily be able to see this automation which we would do by reporting on the 'Resolve By' field. I know I could create the same result by reporting on 'Owner' and 'Status' instead but I am sure a time will come when we need to report directly on the 'Resolved By' for auditing purposes.