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Events, Conditions and Actions

This section explains the core components of the automation workflow: Events, Conditions, and Actions. These elements work together to automate processes based on specific triggers and criteria.

Events​

Events act as triggers that initiate an automation. When a predefined event occurs, the system evaluates the conditions and executes the corresponding actions.

Available Events​

  • Ticket Generated – Triggered when a new ticket is created in the system.
  • Ticket Called – Triggered when a ticket is called.
  • Ticket State Changed – Triggered when a ticket’s status is updated.
  • Totem Printer Out of Paper – Triggered when a totem runs out of paper, requiring maintenance.

Conditions​

Conditions define the criteria that must be met for an automation to proceed after an event occurs. They enable more precise control by checking specific attributes of the resources involved in the event.

To see which attributes can be used in conditions, refer to the Attributes Reference Guide section.

Actions​

Actions define the system's response when an event occurs and the specified conditions are met. They allow for automated decision-making and task execution.

Available Actions​

  • Change Queue Status – Automatically updates the status of a queue.

  • Send Email – Sends an email to a specified address with a customizable message. The message body can include dynamic attribute values.

    Example:
    "Ticket {id} was generated"

  • Call Webhook – Sends a POST request to a user-defined webhook with the following payload:

    {
        "app": "Qube",
        "info": "Automation executed: {payload.get('automation_name')}",
        "payload": payload
    }