Create an automation

An automation rule says: when this happens in one app, create a record in another. For example, when a form submission is accepted, open a work order; or when a work order is completed, open a follow-up ticket.

Before you start

• Automations come with the Workflows app (in Sales & Customer Care and Kluvan One) and must be switched on. See Pick your apps.
• You need the right Manage Automations, the right to view the app you watch, and the right to manage the app where the record is created.
• The app where the record is created, Customer Support or Services & Maintenance, must be switched on.

Steps

1. Open Workflows → Automations and stay on the Automation rules tab.
2. Type a Title for the rule.
3. Under When this product changes, choose the app to watch, for example Forms.
4. Choose the Record type, for example Submissions.
5. Choose the Event, for example Accept submission or Complete.
6. Choose a Resulting status to react only when the record ends in that status, or leave Any.
7. Under Create a record in, choose Customer Support or Services & Maintenance.
8. Type a Title prefix if you want, for example "Follow-up:".
9. Tick Requires approval if a person should approve each run before the record is created.
10. Select Create record. The rule is saved as a draft.
11. Open the rule, then under Actions open Activate and select it.

Good to know

• Active rules run every minute, up to 100 events per rule each time. Run pending automations runs them at once.
• A rule starts from the moment you activate it. Earlier events, and events while it was paused, are not picked up later.
• The new record gets the prefix plus the source record's title, its customer and its description. If the source has no customer, creating a work order fails, because a work order needs one.
• Each run checks the current rights of the person who created the rule. If that person loses access, the rule stops creating records without warning. Check rules after changing someone's rights.
• Records created by an automation never start other automations, so rules cannot loop.
• An automation can only create a ticket or a work order. It has no time-based triggers, no Books, CRM or Inbox events, and no scripts or outside webhooks. For follow-ups on quotes and invoices, renewals and approvals, use workflow rules.
• Pause stops a rule; Activate starts it again from that moment.
• See every run in Review automation runs.