Automations

Automated actions that get activated based on specific triggers & conditions

Using automation, you can activate a few actions when certain events are triggered on ClearFeed Requests or Tickets. Each automation on ClearFeed has 4 components:

Component	Meaning
Trigger	This decides when the automation is activated
Conditions (Optinal)	Conditions at the time of trigger that should be satisfied
Delay (Optional)	Wait duration after trigger before the actions should kick-in
Actions	Activities that should happen after a successful trigger

Example Use Cases:

• If Request / Ticket Status = Solved for 48 hours, move Staus to Closed

• If Request / Ticket Status = Pending for 24 hours, post an internal comment reminding you to follow up.

• If Request / Ticket Priority = <Value>, send a Slack notification to another Slack channel

• If a specific Form on a Ticket is filled, send a notification with Ticket details to another channel

• If a custom field is updated to <value>, assign the request/ticket to a specific user

Create an Automation

From the left-nav bar on the ClearFeed Web app - go to More -> Automate and click Create automation to get started.

• Name your automation and proceed to create the workflow using the steps given below:

Select Trigger

This decides when the automation is activated.

1. Trigger - Automation starts ON:

   • Request Creation

   • Request Update:

     • IF - field (Status, Priority, Assignee, Custom Fields) is updated

   • Request Message Added

   • ClearFeed Ticket Creation

   • ClearFeed Ticket Update:

     • IF - field (Status, Priority, Assignee, Custom Fields) is updated

   • ClearFeed Ticket Message Added

Triggers in Automations

Set Conditions

Only when all the conditions are met is the automation to move to action.

Adding a condition is optional

• Select IF a field (Status, Priority, Assignee, Custom Fields):

  • is set to a particular value

  • is not set to a particular value

  • is one of a set of values

  • is not one of a set of values

• You can add multiple conditions

• Only one value of condition can be added per field

Choose Delay

• Add a delay (in Days, Hours, and Minutes) to wait for a set amount of time before executing actions. By default, the delay will be set to zero.

• Delay Behavior:

  • For Status triggers: Action occurs only if Status remains unchanged during the delay.

  • For other property triggers: Action proceeds after the delay, even if the triggering property changes during the delay period.

  • For create trigger: Action occurs post the delay if the conditions are satisfied at the time of request/ticket creation

Choose Action

The action you define is executed, once the automation is triggered and the conditions are met.

1. Webhook: Send ClearFeed Request payload to trigger events to a specific endpoint.

   • Read more about formatting the message with Request Parameters here.

>> Default Webhook Payload
{
"id": "{{request.id}}",
"web_url": "{{request.web_url}}",
"status": "{{request.status}}",
"priority": "{{request.priority}}",
"assignee": {
"id": "{{request.assignee.id}}",
"name": "{{request.assignee.name}}"
},
"channel": {
"id": "{{request.channel.id}}",
"name": "{{request.channel.name}}"
},
"title": "{{request.title}}",
"request_message": {
"ts": "{{request.request_message.ts}}",
"thread_ts": "{{request.request_message.thread_ts}}"
}
}

1. Request / Ticket Fields: Set a field (Status, Priority, Assignee, Custom Fields) to a particular value.

2. Send Message: Format your message and send it to any of the following places

   • To Slack Channel

   • To the Triage Channel

   • To a teammate via the ClearFeed Slack App

   • As a public reply on request/ticket

   • As an internal comment on the request/ticket

   • To the assignee on the ClearFeed Slack App

Map Collections

Use the button Map Collections to choose the Collection that should use the Automation and click on the toggle to enable the automation.

The Actions are completed only when an automation is mapped to at least one Collection

Adding Parameters in Messages

You can add Request/Ticket parameters such as the Request ID, URL, Status, Priority, values of other custom fields, etc. when configuring the payload sent via Webhook Action or a Sent Message action.

1. In the message box, type {{ to invoke the parameters dropdown.

2. Select and enter the relevant parameters in your messages

Coming Soon:

• Multiple values in individual condition fields ("One Of") + "OR" Conditions

• Ability to add request/ticket parameters in messages action

• More Trigger Events - Eg. External Webhooks, APIs.

FAQs

1. How are Automations different from Workflows?

Workflows are special cases of automation that are designed to solve the following use cases:

• Escalation notifications to specific users/teams in case of no response to users - After sending a notification, workflows also manage the state of the triggered notification. Eg. there automatically get dismissed in case the messages are replied. This is not the case with notifications triggered via automation.

• Automated reply on request or ticket creation. These messages can be dismissed by users on Slack.

1. How does ClearFeed check for invariance of triggers and conditions during the delay period in automation?

Ans: During the delay period in automation, ClearFeed checks for the invariance of the "status" property only. For all other properties defined in the automation, the trigger and conditions are evaluated only at the time of the initial trigger. This means that changes to properties other than "status" during the delay period do not affect the automation's execution.