How Automation Works
Automation rules, multi-condition triggers, cross-module actions, dry-run testing, and how automation connects every module in the platform.
What Automation does
The Automation module is the connective tissue of the platform. It lets you define if this, then that rules that fire across any module: when a monitoring alert fires, create a ticket; when a ticket SLA is about to breach, notify the manager; when a deal is won, create an onboarding checklist. Everything is no-code — you build rules in a visual editor, test them with a dry run, then activate.
How a rule is structured
Every automation rule has three parts:
1 — Trigger What event starts the rule? Triggers come from all modules:
- Service Desk: ticket created, ticket assigned, ticket resolved, SLA breached
- Monitoring: alert fired, device went offline, device came back online
- CRM: deal status changed, deal won, company created
- Billing: invoice overdue, invoice paid
- Contracts: contract expiring in N days
- HCM: employee start date reached, leave request submitted
- ...and many more
2 — Conditions (optional) Filter which specific events the rule cares about. Examples:
- Only fire if the ticket priority is Critical or High
- Only fire if the alert is for a device belonging to a specific company
- Only fire if the deal value is over a threshold
Multiple conditions can be combined with AND / OR logic. The condition evaluator supports nested groups so you can build complex filters.
3 — Actions What happens when the rule fires? Actions span all modules:
- Create a ticket
- Update a ticket field
- Send an email or in-app notification
- Create a task in ERP
- Post to a Slack channel (if Slack connector is configured)
- Trigger an Autonomy action (run a diagnostic, queue a remediation)
- Create a follow-up activity in the CRM
- Update a deal stage
One rule can have multiple actions — they all execute in order.
Dry-run testing
Before activating a rule, click Dry Run. The platform simulates the rule against recent historical events matching the trigger, shows you exactly which records would have been affected, and what actions would have been taken — without actually doing anything. This is invaluable for validating complex rules before they go live.
Example: alert → ticket → notification
Trigger: Monitoring alert fired
Condition: Alert severity = High OR Critical
Actions: 1. Create Service Desk ticket (linked to the alerted device's company)
2. Send in-app notification to on-call team
3. If it's outside business hours, also send an email to the on-call engineer
This rule replaces manual alert checking entirely — the on-call engineer gets paged and there's already a ticket waiting with the device and alert details.
Automation vs AI Autonomy
These two modules are complementary but distinct:
| Automation | AI Autonomy | |
|---|---|---|
| Decision making | Rules you define | AI-driven classification + decisions |
| Actions | Cross-module (any action type) | Device-level (scripts, diagnostics, remediations) |
| Plan required | All plans | Enterprise only |
| Configuration | Visual rule builder | Policy mode per action type |
Automation and Autonomy work together: an Automation rule can request an Autonomy action (e.g. "when a ticket is tagged 'printer issue', request the Printer Queue diagnostic"). The Policy Engine then decides whether to run it automatically or queue it for approval.
Common automation patterns
SLA escalation: When a ticket's SLA is about to breach and it is still unassigned, assign it to the on-call manager and send them an in-app alert.
Onboarding trigger: When a CRM deal is marked Won, automatically create a Customer Success onboarding checklist for that company.
Contract renewal reminders: 60 days before a contract expiry, create a task for the account manager and send the client a renewal email.
Auto-ticket from alert: When a monitoring alert fires (severity = high), create a ticket linked to the device's CRM company with the alert details pre-filled.
New employee setup: When an employee start date is reached in HCM, send a welcome email and create an IT setup checklist ticket.
Where to find it
Go to Settings → Automations to see all your rules, their active/inactive status, and trigger counts. Click any rule to edit it or view its run history.
Where to go next
Was this article helpful?