Plan requirement
| Subscription | Any plan |
| Access | Admin |
What an automation can test and do. Nearly the same as a trigger, with one whole category triggers do not have.
Time conditions, the ones only automations have
- Hours since created
- Hours since open, pending, on-hold or solved
- Hours since last update
- Hours since requester update
- Hours since assignee update
- Hours until due date, for task tickets
Each available in calendar hours or business hours where you have a schedule.
Everything else, shared with triggers
- Ticket fields: status, type, priority, group, assignee, form, brand, custom fields.
- Tags.
- Requester and organisation, including their custom fields.
- Satisfaction rating.
What automations cannot see
Anything about a change, because there is no change to look at. No "changed to", no current user, no comment properties. An automation looks at the ticket as it stands.
That is the practical difference: triggers react to events, automations inspect state.
Actions
The same as triggers: set fields, add or remove tags, add a comment, notify, call a webhook.
Every automation needs a nullifying condition
Not a rule of the system but a requirement of a working configuration. Something in the conditions has to be made false by the actions, or the rule runs every hour forever.
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