Trigger Types Explained #
DMSI Service Management supports two categories of automation triggers: schedule-based and event-based.
Schedule-Based Triggers #
Schedule-based triggers fire according to a recurring time interval. They are evaluated by the automation background job on each run.
| Trigger | Description |
|---|---|
| Recurring Schedule | Fires on a fixed interval: daily, weekly, or monthly |
| Request Overdue | Fires when a request has been open longer than a defined number of hours without resolution |
| Request Unassigned | Fires when a request has had no assignee for longer than a defined number of hours |
| Contract Expiring | Fires when a contract enters the expiration warning window |
Schedule-based triggers are appropriate for proactive tasks that do not depend on a user taking a specific action. Maintenance request creation is the most common use case.
Event-Based Triggers #
Event-based triggers fire in response to a specific action taken within the system.
| Trigger | Description |
|---|---|
| Request Created | Fires when any new service request is created |
| Request Status Changed | Fires when a request moves to a specified status |
| Request Priority Changed | Fires when a request’s priority is changed |
| Time Logged | Fires when a time entry is added to a request |
| Hour Threshold Reached | Fires when a contract’s hour usage crosses a defined percentage |
Event-based triggers are appropriate for reactive tasks that should happen immediately in response to something that occurred.
Trigger Frequency #
To prevent duplicate actions, the system tracks when each automation rule last fired for each relevant record. A rule will not fire again for the same record until the configured cooldown period has elapsed.