Automations

Automations are conditional rules that apply actions to tickets when specified conditions are met.

The automation object

Attribute	Type	Description
id	string	Unique identifier
name	string	Automation name (max 128 characters)
description	string | null	Description (max 512 characters)
isActive	boolean	Whether the automation is active
rule	object	Rule definition (see below)
position	integer	Evaluation order
createdAt	string	Creation time (ISO 8601 UTC)

Rule format

{
  "all": [{ "field": "priority", "op": "equals", "value": "urgent" }],
  "any": [{ "field": "tags", "op": "containsoneormoreof", "value": ["vip"] }],
  "actions": [{ "field": "group_id", "value": "grp_abc123" }]
}

Condition operators

equals, notequal, greaterthan, greaterthanorequalto, lessthan, lessthanorequalto, contains, notcontain, startswith, notstartwith, endswith, notendwith, containsoneormoreof, containsnoneof

List automations

GET /helpdesk/api/automations

Create an automation

POST /helpdesk/api/automations

Requires admin role.

Request body

{
  "name": "Auto-escalate urgent tickets",
  "description": "Assign urgent tickets to the escalation group",
  "isActive": true,
  "rule": {
    "all": [{ "field": "priority", "op": "equals", "value": "urgent" }],
    "actions": [{ "field": "group_id", "value": "grp_escalation" }]
  }
}

Update an automation

PUT /helpdesk/api/automations/:automationId

Delete an automation

DELETE /helpdesk/api/automations/:automationId

Reorder automations

PUT /helpdesk/api/automations/reorder

{ "orderedIds": ["aut_1", "aut_2", "aut_3"] }

Automations are evaluated top to bottom. The first matching automation applies.