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Overview

Automation in Neo Agent runs in two ways: event-based triggers and time-based schedules. Triggers react to PSA events as they happen. Schedules run at set cadences.
Use triggers when you need immediate reactions to changes. Use schedules for periodic reviews, cleanups, or batched processing.
Trigger configuration options for ticket, time entry, and other PSA events

Common trigger sources in a PSA

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Triggered vs scheduled

  • Triggered workflows: Start instantly when a defined event occurs (for example, ticket created, ticket closed, time entry posted).
  • Scheduled workflows: Start on a fixed cadence (for example, every 5 minutes, hourly, daily) and evaluate matching items at run time.
Favor triggered workflows for near-real-time actions (assignment, notifications, escalations). Favor scheduled workflows for periodic grooming (SLA sweeps, stale ticket cleanup, backlog reviews).

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Example scenarios

  • Triggered: Auto-assign new P1 incidents from specific queues.
  • Triggered: Comment on tickets when end users reply after hours.
  • Scheduled: Close tickets in “Pending Customer” older than 14 days.
  • Scheduled: Recalculate priorities for open requests each morning.

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Design guidelines

If the action must happen immediately after an event, use a trigger. If you need to scan a set of items (for example, all open tickets) on a cadence, use a schedule.
Both triggers and schedules support deterministic and AI-assisted filters. Start with deterministic criteria for predictability, then layer AI filters to reduce noise.
For scheduled runs, write actions idempotently and track markers (labels, custom fields, comments) to prevent repeating the same change.