Workflow rules

Workflow rules are the engine behind SummitPSA's event-based automation. The same workflow rules that were historically managed at /admin/automation are now surfaced under Admin → Ticket Templates on the Event tab; the legacy URLs redirect there automatically.

How the engine works

When a tracked event occurs, the engine loads every active rule for that trigger in run order, evaluates the rule's conditions (matching all or any), and on a pass runs each action in sequence. For non-ticket events such as a new company, only ticket-independent actions like log to audit log apply.

The action library

Workflow actions are shared with the time-based rule engine, so the two systems behave identically when they run the same action:

• Assign ticket to agent
• Change ticket status / priority / board
• Add internal note to ticket
• Send email to contact
• Email the assigned agent or the account manager
• Log to the audit log

Daily checks

A daily maintenance pass auto-closes tickets that have been resolved for more than three days, then fires the Daily background check trigger so time-driven workflow rules can run.

System rules

Some rules are flagged as system rules. These can be edited and toggled but cannot be deleted, protecting built-in automation from accidental removal.