What are Automations? #

Automations are rules that instruct the system to take a defined action when a specific condition is met. They reduce manual work by handling routine tasks automatically: creating maintenance requests, sending notifications, or escalating requests that need attention.

What DMSI Service Management Adds
Automations are unique to DMSI Service Management. DMSI-DDLS Core provides no automation framework. Service Management adds rule-based automation with two trigger categories (schedule-based and event-based) and four action types (create request, send notification, update field, add note).

How Automations Work #

Each automation rule has three parts:

1. Trigger – The condition that causes the rule to fire (a schedule or an event)
2. Conditions – Optional filters that narrow when the rule applies (for example, only for a specific customer or contract type)
3. Action – What the system does when the trigger fires and conditions are met

The background automation job runs on a recurring schedule and evaluates all active automation rules against current data.

Common Use Cases #

• Create a monthly maintenance request automatically for customers on a managed services contract
• Send a notification when a request has been unassigned for more than 24 hours
• Escalate requests that have been open for more than 72 hours without a status change
• Notify an administrator when a new high-priority request is created
• Send a reminder notification when a contract is approaching expiration