Automation Rules Overview

Automation Rules let you automate work in Xurrent without code. A rule watches for something to happen on a record, a status change, a new note, a created request, and when your conditions are met it performs actions such as updating a field, adding a note, sending an email, or calling a webhook. Rules are configured by a designer, not a developer, and run inside the platform.

Before you start

Role. The Account Designer or Account Administrator role in a standard or support domain account. The Directory Designer or Directory Administrator role in a directory account.

Where. The Settings console, under Automation Rules, where rules are grouped by the record type they belong to. Rules can also be defined directly on a template, including request, workflow, task, project, and project task templates.

Prerequisites. Familiarity with the record and its fields. A rule references fields by their stored value, so you need to know the model.

Why it matters

Automation rules are where repetitive service management work stops being manual. Routing, escalation, field defaulting, and notification all become configuration rather than process documentation that people have to remember to follow.

Because rules live on record types and templates rather than in external code, they are visible to the people who own the process, and they travel with the template they are attached to.

Related

See System Setup & Settings for the Settings console, and Request Template for template level rules.