Workflow Engine

The Workflow Engine lets you create automations that respond to events across The One Stack. When something happens — a ticket is created, an alert fires, a device goes offline — your workflow can automatically take action.

Accessing Workflows

Navigate to Hub > Workflows to view, create, and manage your automations.

Concepts

Triggers

A trigger is the event that starts a workflow. Each workflow has exactly one trigger.

Available trigger types:

Trigger	Source	Description
ticket.created	PSA	A new ticket is created
ticket.updated	PSA	A ticket field changes
ticket.sla_breach	PSA	A ticket exceeds its SLA threshold
alert.triggered	Security / RMM	A monitoring alert fires
alert.resolved	Security / RMM	A monitoring alert is cleared
device.offline	RMM	An endpoint stops checking in
device.online	RMM	An endpoint resumes check-in
backup.failed	Backups	A backup job fails
invoice.overdue	Books	An invoice passes its due date
contact.created	CRM	A new contact is added
deal.stage_changed	CRM	A deal moves to a different pipeline stage
entity.sync_conflict	Hub	Entity Sync detects a conflict

Actions

Actions are the steps your workflow performs when triggered.

Available action types:

• Create ticket — Open a new PSA ticket with configurable board, status, priority, and description.
• Update ticket — Change fields on the triggering ticket (status, priority, assignee, etc.).
• Send notification — Send an email, push notification, or Teams/Slack message.
• Escalate to On-Call — Trigger the On-Call escalation chain for the relevant team.
• Update field — Set a field value on the triggering entity or a related entity.
• Run script — Execute an RMM script on the affected endpoint.
• Create note — Add a note to the related Hub company record.
• Add tag — Apply a tag to the triggering entity.
• Webhook — Send an HTTP POST to an external URL with the event payload.
• Delay — Wait a specified duration before continuing to the next action.

Conditions

Add conditions between the trigger and actions to filter which events should run the workflow.

Conditions support:

• Field comparisons (equals, contains, greater than, less than)
• Logical operators (AND, OR, NOT)
• Nested groups for complex logic
• Template variables referencing trigger data (e.g., {{ticket.priority}}, {{alert.severity}})

Creating a Workflow

1. Go to Hub > Workflows and click New Workflow.
2. Give your workflow a name and optional description.
3. Select a trigger from the dropdown.
4. Optionally add conditions to filter events.
5. Add one or more actions in sequence.
6. Click Save to save as draft, or Save & Enable to activate immediately.

Using the Visual Designer

The visual designer shows your workflow as a flowchart. You can:

• Drag actions to reorder them.
• Click the + button between steps to insert a new action or condition.
• Click any step to edit its configuration.
• Use the Test button to simulate the workflow with sample data.

Built-in Templates

The Workflow Engine ships with 10 templates for common MSP scenarios:

1. Alert to Ticket — Creates a PSA ticket when a critical or high-severity alert fires.
2. Failed Backup Notification — Sends an email to the client's primary contact when a backup fails.
3. SLA Breach Escalation — Escalates to On-Call when a ticket breaches its response SLA.
4. Device Offline Alert — Creates a ticket and notifies the assigned technician when a device goes offline for more than 15 minutes.
5. Overdue Invoice Reminder — Sends a reminder email 3, 7, and 14 days after an invoice becomes overdue.
6. New Client Onboarding — Creates a series of setup tickets when a new company is added to the PSA.
7. Deal Won Provisioning — Triggers account setup tasks when a CRM deal moves to "Closed Won."
8. Security Incident Response — Escalates to On-Call and creates a high-priority ticket when a critical security alert fires.
9. Duplicate Entity Review — Notifies an admin when Entity Sync detects a potential duplicate.
10. Stale Ticket Cleanup — Sends a reminder to the assigned tech when a ticket has had no updates for 7 days.

To use a template, go to Hub > Workflows > Templates, select a template, customize it for your environment, and save.

Managing Workflows

Enabling and Disabling

Toggle workflows on or off from the workflow list without deleting them. Disabled workflows retain their configuration.

Execution History

Click on any workflow to view its execution history. Each run shows:

• Trigger event details
• Condition evaluation results
• Action outcomes (success or failure)
• Execution duration

Error Handling

If an action fails, the workflow engine:

1. Logs the error with full details.
2. Retries the action up to 3 times with exponential backoff.
3. If all retries fail, marks the run as failed and continues to the next action (unless configured to stop on error).

Best Practices

• Start with templates and customize rather than building from scratch.
• Use conditions liberally to avoid workflows firing on irrelevant events.
• Test with sample data before enabling a workflow in production.
• Monitor execution history for the first few days after enabling a new workflow.
• Avoid circular triggers — for example, a workflow that updates a ticket triggering another workflow that updates the same ticket.