Action Types Explained #
When an automation trigger fires, the rule executes one of four available action types.
Action Type 1: Create Request #
This action creates a new service request automatically.
When to use it: Recurring maintenance tasks that should be scheduled on a fixed interval. For example, a monthly server check or weekly backup review.
Configurable fields:
| Field | Description |
|---|---|
| Subject | Title for the auto-created request |
| Service Type | Category assigned to the new request |
| Priority | Default priority for the new request |
| Assigned To | Staff member the request is assigned to on creation |
| Description | Body text explaining the maintenance task |
| Contract | Which contract to link and bill time against |
Result: A new service request is created in New or Assigned status, identical to one created manually, and it appears in the Requests list immediately.
Action Type 2: Send Notification #
This action sends an email to a defined recipient.
When to use it: Alerting staff or customers about conditions that need attention but do not require a new request to be created.
Configurable fields:
| Field | Description |
|---|---|
| Recipient | Administrator email, assigned staff member, customer, or a specific email address |
| Subject | Email subject line |
| Message | Email body (supports placeholders for request number, customer name, etc.) |
Action Type 3: Update Field #
This action updates a field on a contract or request record.
When to use it: Automatically adjusting a contract or request attribute in response to a trigger event, such as changing a request’s priority or updating a contract field when a threshold is crossed.
Configurable fields:
| Field | Description |
|---|---|
| Record Type | Whether to update a contract field or a request field |
| Field Name | The specific field to update |
| New Value | The value to set on the field |
Action Type 4: Add Note #
This action adds an internal note to a request.
When to use it: Automatically documenting that an automation fired, or adding contextual information to a request record without notifying the customer.
Configurable fields:
| Field | Description |
|---|---|
| Note Content | The text to add as an internal note on the request |
The note is added as an internal (staff-only) note. It appears in the request’s activity timeline and is not visible to the customer portal.