Create an Automation Rule

Creating a rule

1. Go to Settings → Automation Rules and click Create Rule, or start from one of the Templates.
2. Give the rule a name and, if you like, a description.
3. Choose the trigger under When this happens…:
   • Something happens — pick the record type and the event, such as Ticket Created, Invoice Updated or Employee Added.
   • On a date — fire a set number of days before or after a date on a record. See Date-Based Automation.
4. Under Apply to, choose All clients (global) or one specific client.
5. Add conditions under Only if… (conditions) if the rule should only act on some records.
6. Add one or more actions, and use the arrows to set their order.
7. Click Test Rule (Dry Run), then save.

Conditions

Each condition compares a field on the record with a value. The comparisons are:

Comparison	Use it for
equals / does not equal	An exact value
is greater than, at least, is less than, at most	Numbers and dates
contains / does not contain	Text
is one of	A comma-separated list, e.g. high, urgent
is empty / is not empty	Whether a field is filled in
changes to	A field that changed to this value in an update

Every top-level condition must match. For "any of these", click Add group and set the group to Any of these match (OR). Groups can hold conditions and further groups, up to four levels deep, so you can build rules like priority is urgent AND (client is Acme OR category is Security).

Dry run

Test Rule (Dry Run) checks the rule against recent matching events and shows which ones it would have matched, what each condition decided and what the actions would have done. Nothing is actually changed. For date rules, the dry run lists the records it will fire for in the next 30 days.

Run history

The Run History tab records every time a rule fired, with each condition's result and each action's outcome.

Where to go next

• Automation Action Types
• Date-Based Automation
• How Automation Works