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Workflows

A workflow runs its actions when an event happens on a ticket and the ticket matches its conditions. Workflows are event-driven. Time-based rules are Automations, and one-click agent bundles are Macros.

Manage them under Escalated > Workflows (needs escalated_automation_manage). The screen lists workflows in position order with Enable/Disable and Delete buttons. The form has:

  • When: the trigger event
  • If: all or any of a JSON list of conditions
  • Then: a JSON list of actions
  • Position
  • Options: active, and stop running later workflows when this one matches

REST

The routes follow the shared workflow admin contract (domain-model/workflow-admin-contract.md in escalated-developer-context). They need a signed-in user with escalated_automation_manage, and a REST nonce for cookie auth.

Method Path (under /wp-json/escalated/v1)
GET /admin/workflows {workflows: [...]}
GET /admin/workflows/new {workflow: null, trigger_events, action_types, operators, condition_fields}
GET /admin/workflows/{id}/edit the same, with workflow
POST /admin/workflows create; 201 {workflow} or 422 {errors}
PUT /admin/workflows/{id} replace; PATCH updates only the keys sent
POST /admin/workflows/{id}/toggle flips is_active
POST /admin/workflows/reorder {workflow_ids: [3, 1, 2]}
DELETE /admin/workflows/{id}

The body:

{
  "name": "Route refunds to billing",
  "trigger_event": "ticket.created",
  "conditions": { "all": [{ "field": "subject", "operator": "contains", "value": "refund" }] },
  "actions": [{ "type": "change_priority", "value": "high" }, { "type": "set_department", "value": "4" }],
  "is_active": true
}
  • name, trigger_event and at least one action are required.
  • Omitted conditions match every ticket.
  • A legacy trigger name (ticket.tagged, ticket.replied, ...) is stored under its canonical name.

Triggers, conditions, actions

  • Triggers: the canonical event names, listed in trigger_events. reply.agent_reply is a WordPress extra: a public reply by someone other than the requester.
  • Condition fields: any ticket column, plus tags (tag names, comma separated), hours_since_created and hours_since_updated.
  • Operators: equals, not_equals, contains, not_contains, starts_with, ends_with, greater_than, less_than, greater_or_equal, less_or_equal, is_empty, is_not_empty.
  • Actions: change_status, change_priority, add_tag, remove_tag, set_department, assign_agent, add_note, insert_canned_reply, add_follower, delay (minutes), send_webhook and set_type. add_note and insert_canned_reply fill in {{field}} from the ticket.

A workflow's actions never fire the same event on the same ticket again. For example, a ticket.updated workflow that changes the priority runs once, not in a loop. Other events still chain.