Automations let you build rule-based workflows that trigger actions automatically in response to events in Ticketing. Teams use this feature to reduce manual work on repetitive tasks like alerting external systems when high-priority tickets are created.
What You Can Do
Create workflows from scratch or start from a pre-built template
Trigger workflows when a new ticket is created
Send webhook payloads to external systems based on conditions
Monitor workflow run history and activity logs
Before You Start
You need access to the Automations module in Lucidya. If you do not see Automations in the left sidebar, contact your account administrator to confirm your permissions. If your account's run limit has been reached, all workflows are paused until your quota renews or you upgrade your plan.
Step by Step
Step 1: Open Automations
Go to Automations using the lightning bolt icon in the left sidebar.
Step 2: Create a New Workflow
Under Create Workflow, choose one of the following:
Click Create Work Flow to build a workflow with no preconfigured steps.
Click Send a webhook for high priority tickets to load a template that automatically sends a webhook to a specified URL when a high-priority ticket is created. The template flow is: New Ticket Created → If/Then Condition → Send Webhook (True) / Do Nothing (False).
For templates, a preview modal shows the full flow. Click Use This Template to load it into the workflow builder.
Step 3: Select a Trigger
The trigger is the event that starts the workflow. Select a trigger from the right sidebar or drag and drop it onto the canvas.
Available trigger:
Ticketing: New Ticket Created — fires each time a new ticket is created
Step 4: Add an Action or Condition
After selecting a trigger, the Flow Configuration panel opens in the right sidebar. Add an action or a condition as the next step.
Actions:
Send Webhook — sends activity data to an external system.
Fill in the following required fields: Method, Authentication variable name, Authentication location, Authentication key/token, and URL.
Click Test URL to verify the connection before saving.
Under Webhook variables, define custom key-value pairs to include in the payload and click + Add Variable to add more.
Do Nothing — the workflow takes no action on this branch. Use this as a placeholder in conditional flows.
Conditions:
If/Then Condition — splits the workflow into True and False branches based on whether a defined condition is met. Each branch requires its own action or condition. An incomplete step is highlighted in red and must be resolved before publishing.
To delete an action, click the trash icon in the configuration panel. A confirmation dialog will appear. Deleting an action removes all related conditions and execution details and cannot be undone.
Step 5: Save or Publish the Workflow
Click Save to save the workflow as a draft without activating it.
Click Publish to make the workflow live. Published workflows run automatically whenever their trigger fires and conditions are met.
A workflow must have a fully configured trigger and at least one complete action or condition before it can be published.
Managing Workflows
Searching and Filtering
All workflows appear in the Workflow List on the Automations page. Use the search bar to find a workflow by name or description. Use the Filters dropdown to filter by status: Draft, Published, or Paused. Each workflow card shows the name, status badge, creator, last run time, and a toggle to enable or pause it.
Viewing Workflow Details
Click any workflow in the list to open its detail view. The right panel shows three tabs:
Overview — creation date, creator name, and description
Recent Runs — total, successful, and failed runs with a timestamped log of each execution
Activity Log — record of all status changes, including who made the change and when
From the detail view, click Pause to temporarily stop the workflow, or click Edit to open the workflow builder.
Common Questions
What happens when the runs limit is reached?
What happens when the runs limit is reached?
All automations are temporarily paused and a banner appears at the top of the Automations page. Workflows resume automatically when your quota renews, or you can click Request Upgrade to increase your limit.
Can I edit a workflow after it has been published?
Can I edit a workflow after it has been published?
Yes. Open the workflow from the Workflow List, click Edit in the detail view, make your changes, and click Publish again to apply them.
What is the difference between If/Then Condition and Do Nothing?
What is the difference between If/Then Condition and Do Nothing?
If/Then Condition branches the workflow into two paths based on whether a condition is true or false. Do Nothing is an action that explicitly tells the workflow to take no action on that branch, typically used on the False path when no response is needed.
Can I test a webhook URL before publishing the workflow?
Can I test a webhook URL before publishing the workflow?
Yes. In the Send Webhook action configuration, enter the URL and click Test URL to verify the connection before saving or publishing.
For further assistance contact Lucidya Support.