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Each example lists the settings exactly as they appear in the rule editor. Build one by following the steps, then change the names, templates and recipients to match your business. This page is for MSP staff who build automation rules.

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Before you start

  • You need the Automation Rules write or manage permission. See Rule wizard walkthrough for every field.
  • For every example, open Settings > Platform > Automation Rules and click Add Rule.
  • Keep Enable this rule off on the Review step until Run Test shows the records you expect. Start with Specific Companies scope if you want to try a rule on one client first.

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Pick a pattern

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Import a built-in rule set

MSPortal includes ready-made rule sets. Importing one copies it into your rules as a disabled rule that you can review and change.
1

Open Automation Rules

Go to Settings > Platform > Automation Rules.
2

Click Import

Click Import in the page header. The Import automation dialog opens.
3

Choose a rule set

Under Choose a rule set, pick one of the built-in rule sets.
4

Fill in the choices

Pick the values the rule set asks for. If a list is empty, use the link under it to create the survey, role or Planner type first.
5

Click Import rule set

The rule is added to your list as a disabled rule. Open it, check the settings and templates, then turn it on when you are ready.
Import automation dialog with the Annual license renewal notice rule set and its contact types If a rule with the same name already exists, rename or delete it before you import again.

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Date-driven examples

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1. Warranty expiration alert

Email the account manager 30 days before a device’s warranty ends, and create a Planner task for the tech team.
1

Basic Information

  • Rule Name: Warranty 30-Day Alert
  • Priority: 50
  • Scope: All Companies
  • Description: Notify AM and open a Planner task 30 days before device warranty ends.
2

Trigger Configuration

  • Entity: Device
  • Trigger: Date Threshold
  • Date Field: Warranty End Date
  • Days: 30
  • Direction: Upcoming
  • Mode: Exactly 30 days
The rule acts once for each device on the day its warranty end date is 30 days away.
3

Conditions

Click Add, then + Add condition:
  • Field: Is Active, Operator: is true
This skips retired devices.
4

Action 1: Send Email

  • Send To: Role Members, then pick the Account Manager role
  • Subject: Warranty expiring: {{entity.name}} at {{entity.company_name}}
  • Body:
5

Action 2: Add to Planner

  • Task Title: Warranty renewal: {{entity.name}} ({{entity.company_name}})
  • Business Value: Medium
  • Due Offset (days): 30
The Planner item is due 30 days after the rule runs, which is the warranty end date. It starts in Not Started.
6

Test and save

Click Run Test, check the matching devices, click Next, then click Create Rule.
Want 60-day and 7-day reminders too? Click Duplicate in the row menu, open the copy, and change Days to 60 or 7. Each rule runs on its own.

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2. Meeting agenda generation

One day before a quarterly business review, use AI to draft an agenda from the client’s tickets, compliance status and goals, then send it to the attendees for approval.
1

Basic Information

  • Rule Name: QBR Agenda Draft
  • Scope: All Companies
  • Description: AI-drafted agenda sent to QBR attendees 1 day before the meeting.
2

Trigger Configuration

  • Entity: Meeting
  • Trigger: Date Threshold
  • Date Field: Start Time
  • Days: 1
  • Direction: Upcoming
  • Mode: Exactly (the option reads Exactly 1 days)
3

Conditions

Add one group with two conditions and leave the group on AND:
  • Event Type equals Quarterly Business Review
  • Status equals Scheduled
This skips canceled and completed meetings.
4

Action 1: AI Transform

  • AI Template: pick a meeting agenda template. For Meeting rules the list shows meeting templates.
The result is stored in {{ai_output}}.
5

Action 2: Send Email

  • Send To: Meeting Attendees
  • Subject: Agenda for tomorrow's QBR: {{entity.title}}
  • Body:
Meeting emails always require approval, so the email waits for an approver in the Pending Approvals tab on the Notifications page.
6

Test and save

Click Run Test, click Next, then click Create Rule.

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3. Training due reminder

Remind each user 7 days before assigned training is due.
1

Trigger Configuration

  • Entity: Training
  • Trigger: Date Threshold
  • Date Field: Due Date
  • Days: 7
  • Direction: Upcoming
  • Mode: Exactly 7 days
2

Conditions

  • Status is one of Not Started, In Progress
3

Action: In-App Alert

  • Alert Type: Warning
  • Send To: Assigned user (the user the training is assigned to)
  • Title: Training due in 7 days: {{entity.name}}
  • Message: Please complete "{{entity.name}}" by {{entity.due_date}}.
4

Name, test and save

Enter a Rule Name such as Training Due Reminder, click Run Test, click Next, then click Create Rule.

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4. Annual license renewal notice

Tell each client which annual subscriptions renew soon, while there is still time to change seat counts or cancel. The fastest way is the built-in rule set.
1

Open the import dialog

On Settings > Platform > Automation Rules, click Import.
2

Choose the rule set

Choose Annual license renewal notice.
3

Pick the contact types

Under Contact types, choose the PSA contact types to email. Billing and primary are selected by default.
4

Import and review

Click Import rule set. The rule is imported disabled. Open it, read the email and turn it on when you are ready.
To build the same rule by hand, use these settings. Useful fields for narrowing the rule: Each subscription is notified once for each renewal date. When the next term’s renewal date syncs, the rule acts again the following year.

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State-driven examples

These use a Scheduled trigger. The rule checks on a repeating schedule and acts on records in a given state. Leave Deduplication on Once per entity so each record is handled once.

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5. CSAT survey for resolved tickets

Check every hour for resolved tickets and send each ticket’s contact a satisfaction survey.
1

Basic Information

  • Rule Name: CSAT Survey on Resolved Tickets
  • Scope: All Companies
  • Description: Send the CSAT survey for tickets that reach Resolved.
2

Trigger Configuration

  • Entity: Ticket
  • Trigger: Scheduled
  • Frequency: Every Hour
  • Deduplication: Once per entity
Time and Timezone do not appear for hourly rules.
3

Conditions

  • Status equals Resolved
Each hour the rule finds tickets currently in Resolved. Once per entity makes sure a ticket gets only one survey.
4

Action: Send Survey

  • Send To: Ticket Contact
  • Survey: pick your active CSAT survey
  • Invite note (optional): a short thank-you message
If the Survey list is empty, create and activate a survey first.
5

Test and save

Click Run Test, click Next, then click Create Rule.
The rule checks the current status, not how long a ticket has been Resolved. A ticket gets its survey at the first hourly check after it reaches Resolved.

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6. Stale goal nudge

Once a week, alert account managers about in-progress goals under 50% progress whose target date is more than 60 days past.
1

Trigger Configuration

  • Entity: Goal
  • Trigger: Scheduled
  • Frequency: Weekly
  • Day of the week: Monday
  • Time: 09:00, and pick your Timezone
  • Deduplication: Once per entity
2

Conditions

Add one group with three conditions and leave it on AND:
  • Status equals In Progress (pick the status your team uses for goals in progress)
  • Progress (%) is less than 50
  • Target Date is older than (days) 60
3

Action: In-App Alert

  • Alert Type: Warning
  • Send To: Role Members, then pick the Account Manager role
  • Title: Goal stalled: {{entity.name}}
  • Message: {{entity.name}} at {{entity.company_name}} has a target date over 60 days past and is below 50% progress.
4

Name, test and save

Enter a Rule Name such as Stale Goal Nudge, click Run Test, click Next, then click Create Rule.
Each stale goal triggers the alert once.

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7. Overdue compliance control

Every day at 7 AM, create a Planner task for each compliance control that is past due.
1

Trigger Configuration

  • Entity: Compliance
  • Trigger: Scheduled
  • Frequency: Daily
  • Time: 07:00, and pick your Timezone
  • Deduplication: Once per entity
2

Conditions

Add one group and leave it on AND:
  • Status is not one of the statuses that mean a control is finished or not applicable
  • Due Date is older than (days) 0
3

Action: Add to Planner

  • Task Title: Remediate: {{entity.name}} ({{entity.company_name}})
  • Business Value: High
  • Due Offset (days): 14
4

Name, test and save

Enter a Rule Name such as Overdue Control Remediation, click Run Test, click Next, then click Create Rule.
Once per entity stops the rule from creating the same task again tomorrow.

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8. Meeting notes follow-up

Every evening, alert chosen users about meetings that are waiting for notes.
1

Trigger Configuration

  • Entity: Meeting
  • Trigger: Scheduled
  • Frequency: Daily
  • Time: 18:00, and pick your Timezone
  • Deduplication: Once per entity
2

Conditions

Add one group and leave it on AND:
  • Status equals Pending Notes
  • Has Meeting Agenda Items is true
3

Action: In-App Alert

  • Alert Type: Info
  • Send To: Specific Users, then pick the people who should add notes
  • Title: Add meeting notes: {{entity.title}}
4

Name, test and save

Enter a Rule Name such as Meeting Notes Follow-Up, click Run Test, click Next, then click Create Rule.
The alert goes to the users you pick. It does not pick each meeting’s organizer. It also does not limit matches to meetings that ended today.

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Tips for building your own

  1. Start with the AI Rule Designer. Click the floating AI Rule Designer button, describe the outcome (“remind the account manager 60 days before warranty ends”) and review the suggested changes.
  2. Always test. Click Run Test at the bottom of Setup. It shows which records match under current data. Fix conditions before you save.
  3. Choose deduplication on purpose. Once per entity acts on each record once. Every run repeats the action on every run.
  4. Layer rules. Use several focused rules (60-day warning, 30-day warning, 7-day escalation) instead of one complex rule.
  5. Duplicate before changing. The Duplicate row action creates a disabled copy named Copy of followed by the rule name. Edit and test the copy, turn it on, then turn off or delete the old rule.

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Troubleshooting

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Frequently asked questions

No. It means the rule checks every hour. A Status equals Resolved condition finds tickets that are Resolved at that moment.
Use Ticket Contact in Send To for Ticket rules. It uses the primary contact on the ticket. Client Contacts (PSA) uses the contact types on the company’s PSA record, which can be a different person.
Yes for Planner, Training and User rules. Choose Assigned user in Send To. Other entities need Specific Users or Role Members.
No. Update Field only changes a fixed list of fields, and not for tickets or compliance controls. Use Once per entity to keep a rule from acting on a record twice.
Keep it disabled while you change the scope, recipients and templates. Click Run Test, then turn it on.