Automate Your Business Processes
ISO Mate’s Workflow Automation lets you create event-driven workflows that automatically execute actions when specific events occur in your system.
Workflow Triggers
Define triggers based on entity events:
- Created: Trigger when a new record is created
- Updated: Trigger when a record is modified
- Deleted: Trigger when a record is removed
Supported Entities
Create workflows for entities across the platform: Tasks, Issues, Incidents, Notes, Test Cases, Test Cycles, Sprints, Releases, Compliance Frameworks, Compliance Requirements, Compliance Controls, Compliance Policies, Compliance Procedures, Custom Object Entries, Emails, and Help Desk Tickets.
Help Desk Integration
Workflows integrate directly with the help desk module. Use incoming emails as triggers to automatically create support tickets, route requests by subject or sender, and respond to ticket lifecycle events. Trigger workflows when tickets are created, updated, or deleted to automate assignment, escalation, and notification flows. When a ticket is created from an email trigger, the inbound email is automatically linked to the ticket for full traceability.
Email Classification
Distinguish between new inbound emails and replies to existing tickets using the Email Classification condition. Set the condition to “New Email” to trigger workflows only for fresh conversations, or “Reply to Existing Ticket” to handle follow-up emails separately. Classification checks the email subject for ticket reference numbers and inspects In-Reply-To and References headers for previously sent ticket reply message IDs.
Workflow Actions
Execute actions when workflows are triggered:
- Send Email: Send email notifications to specified recipients
- Create Record: Automatically create related records
- Update Record: Modify field values on records
- Create Help Desk Ticket: Generate a support ticket with subject, description, priority, and category mapped from trigger data
- Extract Ticket References: Scan inbound email subjects and body content for ticket reference numbers (e.g., TKT-00042) using configurable regex patterns, and store the matches in the workflow execution context for subsequent actions
- Link Email to Ticket: Link an inbound email to tickets whose reference numbers were extracted by a previous Extract Ticket References action, creating entity link records for each matched ticket
Conditions and Pattern Matching
Add conditions to filter when workflows should execute. Define field value conditions with comparison operators including equals, not equals, contains, in, not in, greater than, and less than.
For text fields, advanced pattern matching operators are available:
- Starts With: Match values that begin with a specified string (case-insensitive)
- Ends With: Match values that end with a specified string (case-insensitive)
- Regex Match: Match values against a regular expression pattern for complex filtering
These operators are especially useful for email-based workflows, such as routing emails by subject line patterns or filtering by sender domain.
Execution Logging
Track every workflow execution with detailed logs showing success or failure, timestamps, and action details.
Enable/Disable Toggle
Activate or deactivate workflows instantly without deleting their configuration. Test workflows before going live, or temporarily pause them during maintenance.