Navigation
15.2. Choose Workflow Triggers from the Event Catalog
Use the Workflow Event Catalog to choose business events that should start ticket, billing, scheduling, project, and communication automations.
A trigger is the event that starts a workflow. In AlgaPSA, the Event Catalog is the library of business events that Workflow Automation can listen for.
Open Workflows > Event Catalog from the Workflow Control Panel to explore available events. Each event card shows its category, event name, status, schema access, attached workflows, and basic metrics.
Figure 1: The Event Catalog helps admins find business events that can start automations.
Common trigger categories
| Category | Example events | MSP use case |
|---|---|---|
| Tickets | Ticket created, assigned, closed, updated, time entry added, SLA stage entered or breached. | Triage, escalation, manager notification, VIP handling, internal notes. |
| Billing | Invoice generated, finalized, sent, overdue, payment received, credit note issued. | Dunning reminders, account manager alerts, post-invoice client communication. |
| Scheduling | Appointment created, rescheduled, canceled, completed, no-show, schedule block assigned. | Technician reminders, client notifications, dispatch follow-up. |
| Email and communications | Inbound email reply received, outbound email sent or failed, feedback received. | Failed-message follow-up, ticket response automation, email bounce handling. |
| Projects | Project created, task created, task completed, task status changed. | Onboarding checklists, project closeout reminders, client update tasks. |
| CRM | CRM interaction note created. | Sales or QBR follow-up, account manager notifications. |
| Assets and documents | Asset created or updated, warranty expiring, document events. | Warranty renewal reminders, device onboarding, compliance document review. |
| Integrations | Webhook and sync-related events. | Automations that respond to connected monitoring or integration activity. |
How to choose the right trigger
Use the event that represents the business moment you care about.
| If your process starts when... | Choose this kind of trigger |
|---|---|
| a client submits a new support request | Ticket Created |
| an urgent ticket moves into an escalation path | Ticket Priority Changed or Ticket SLA Stage Breached |
| billing finalizes an invoice | Invoice Finalized |
| a client invoice becomes late | Invoice Overdue |
| dispatch reschedules a visit | Appointment Rescheduled |
| a project task is finished | Project Task Completed |
| a new asset is added for a client | Asset Created |
Trigger selection checklist
Before building the workflow, confirm:
- the event happens at the correct point in your business process;
- the event includes the data your workflow needs, such as ticket, client, invoice, or appointment information;
- the workflow should run every time the event happens, or only when conditions are met;
- the event does not create a loop, such as a workflow updating a ticket and then triggering itself repeatedly;
- the workflow owner knows how to monitor runs after publishing.
Example: urgent ticket triage
For a service desk escalation workflow, Ticket Created is usually the right trigger. The workflow can then check the ticket priority or client, assign the ticket, notify the service manager, and add an internal note.
For an SLA warning process, Ticket SLA Stage Entered or Ticket SLA Stage Breached may be better because the workflow should start only when the SLA risk changes.