Automation & Playbooks
Automations react to ticket events and scheduled aging checks. Playbooks define repeatable workflows that can be attached to tickets and tracked step by step.
Automation Rules
Automation rules include a name, description, optional template key, trigger, matching conditions, action settings, cooldown, and active flag. Time-based rules are processed by tickets:run-automations every five minutes.
Supported Triggers
Triggers include ticket created, assigned, reassigned, replied, status updated, SLA warning, communication waiting approval, communication approved, communication rejected, playbook waiting approval, playbook completed, pending aging, and inactivity aging.
Rule Conditions
- Department, category, priority, status, assigned user, organization, source, linked context type/record.
- Requester scope: any, requester only, or internal only.
- Issue group scope: any, with issue group, or without issue group.
- Pending minutes and inactivity minutes for scheduled aging triggers.
Rule Actions
A rule must select at least one action: database notification, email notification, SMS notification, reminder, or auto-close after a configured number of days. Pending aging and inactivity aging rules must provide an age threshold or auto-close value.
Playbook Templates
Playbook templates can match department, category, priority, and context type. Each template must include at least one step. Steps can have instructions, assignee role, due minutes, evidence requirement, approval requirement, status-blocking behavior, and optional subtask creation settings.
Ticket Playbook Execution
On tickets, users can complete steps, request approval for a step, and decide approvals. Playbook steps can block status updates or require evidence depending on template settings. Subtask-generating steps can create close-blocking or blocking subtasks.
Safe Rollout
- Create playbooks first and test them on internal tickets.
- Create automation rules inactive, verify trigger and conditions, then activate.
- Monitor activity logs, notifications, and operations center after enabling new automations.
- Use cooldown minutes on noisy rules to prevent notification loops.