The Event & Time section of Automation is designed to automate workflows based on specific triggers, conditions, and actions. When certain triggers occur, and predefined conditions are met, the workflow is executed, automatically performing a series of actions.

Triggers are the starting point for any workflow within the Automation Engine. They represent specific events or changes that initiate the workflow process. Once a trigger is activated, the engine checks whether the defined conditions are met before proceeding with the corresponding actions.

Example Triggers:

Conditions define the criteria that must be satisfied for the workflow to continue after a trigger has been activated. They act as filters, ensuring that actions are only taken when specific requirements are fulfilled. Multiple conditions can be set, and they are combined using an AND operator, meaning all conditions must be true for the workflow to proceed.

Example Conditions:

Actions are the operations performed when a workflow is triggered, and the conditions are met. Actions are the final step in the workflow process, where specific tasks are automatically executed as a response to the trigger.

Example Actions:

Example 1: Assign to John if ticket is created by any contact with abcheavy.com.au

Example 2: Change to closed if solved for over 96 hours

Example 3: Notify an assignee or group(s) if unread for over 4 hours