What is Automation

An automation runs business work when an event occurs. Its basic model is: trigger → conditions → actions.

The trigger identifies when to start.

Conditions narrow the records that should be considered for the workflow to continue processing. For example, an invoice record might be updated, but if you only want 'Open' invoices to be handled by the action, then the condition would say the status should be 'Open'. If an invoice is not 'Open', then the update to that invoice record is ignored.

Actions update information, create connected work, notify people, or perform other operations.

For example: when a high-priority Service Request is created, assign its status, create a follow-up task, and notify the support lead.