> ## Documentation Index
> Fetch the complete documentation index at: https://docs.statusstack.com/llms.txt
> Use this file to discover all available pages before exploring further.

# MSP Automations

> Automate responses to incidents, SLA breaches, quota overages, and uptime threshold violations across your client portfolio

## Overview

MSP Automations let you define rules that automatically trigger actions when specific events happen across your client organizations. Instead of manually responding to every alert, automations handle routine responses — creating tickets, sending emails, calling webhooks — so nothing falls through the cracks.

Navigate to **Tools** → **Automations** in the MSP Console.

***

## How Automations Work

An automation has three parts:

1. **Trigger** — The event that fires the automation (e.g., incident detected)
2. **Trigger Configuration** — Parameters that refine when it fires (e.g., uptime drops below 99%)
3. **Actions** — What happens when the trigger fires (e.g., create a ticket, send an email)

Automations apply across your client organizations. When a matching event occurs for any client, the configured actions execute automatically.

***

## Trigger Types

### Incident Detected

Fires when a new incident is detected across any monitored client service.

```
Trigger: incident_detected
```

Use this to automatically open a PSA ticket and notify your team whenever a client experiences an outage.

### Uptime Drops Below Threshold

Fires when a client's uptime percentage drops below a configured threshold.

```
Trigger: uptime_threshold
Config: { "threshold": 99.0 }
```

Configure the `threshold` parameter (e.g., `99.0` for 99% uptime). Useful for proactive SLA monitoring before a formal breach occurs.

### Client Quota Exceeded

Fires when a client exceeds their allocated monitoring quota (number of stacks, monitors, or components).

```
Trigger: quota_exceeded
```

Use this to trigger a billing conversation or automatically notify the client that they need to upgrade.

### SLA Breach Detected

Fires when a client breaches their configured SLA targets.

```
Trigger: sla_breach
```

Use this to immediately escalate to account managers or create a priority ticket when SLA commitments are at risk.

***

## Action Types

Each automation can have one or more actions that execute when the trigger fires. Actions run in sequence.

### Send Notification to MSP

Sends an in-app notification to MSP users in the StatusStack console.

```json theme={null}
{
  "type": "send_notification"
}
```

### Send Email

Sends an email to specified recipients.

```json theme={null}
{
  "type": "send_email",
  "config": {
    "recipients": ["oncall@msp.com", "manager@msp.com"],
    "subject": "Client incident detected"
  }
}
```

### Create PSA Ticket

Creates a ticket in your connected PSA (Professional Services Automation) tool.

```json theme={null}
{
  "type": "create_ticket",
  "config": {
    "priority": "high"
  }
}
```

Requires a PSA integration to be configured under **Settings** → **Integrations**. Available configuration fields depend on the connected PSA provider.

### Call Webhook

Calls an external webhook URL with incident data.

```json theme={null}
{
  "type": "webhook",
  "config": {
    "url": "https://hooks.example.com/incident",
    "method": "POST"
  }
}
```

***

## Creating an Automation

<Steps>
  <Step title="Navigate to Automations">
    Go to **Tools** → **Automations** in the MSP Console.
  </Step>

  <Step title="Click New Automation">
    Click **New Automation** in the top right.
  </Step>

  <Step title="Name and Describe">
    Give the automation a descriptive name and optional description so your team understands its purpose.
  </Step>

  <Step title="Select a Trigger">
    Choose the event type that should fire this automation. For `uptime_threshold`, add trigger configuration with your desired percentage.
  </Step>

  <Step title="Add Actions">
    Add one or more actions. Each action has a type and optional configuration. Click **+ Add Action** to chain multiple actions together.
  </Step>

  <Step title="Set Active State">
    Toggle **Active** on to enable the automation immediately, or leave it off to save as a draft.
  </Step>

  <Step title="Save">
    Click **Create Automation**. The automation starts monitoring immediately if active.
  </Step>
</Steps>

***

## Managing Automations

The automations table shows all your configured rules with:

* **Name** and description
* **Trigger Type** — The event that fires it
* **Status** — Active or inactive badge
* **Executions** — Total number of times the automation has fired
* **Last Executed** — When it last ran

### Editing an Automation

Click the edit action on any automation row to update its configuration. Changes take effect immediately for active automations.

### Enabling / Disabling

Toggle the active state to pause an automation without deleting it. Inactive automations are preserved but won't fire.

### Viewing Execution History

The **Executions** count and **Last Executed** timestamp give you a quick view of automation activity. For detailed logs, check your connected PSA or the notification history in the MSP Console.

***

## Example Automation Recipes

### Escalate SLA Breaches Immediately

| Setting  | Value                                  |
| -------- | -------------------------------------- |
| Trigger  | SLA Breach Detected                    |
| Action 1 | Send Notification to MSP               |
| Action 2 | Create PSA Ticket (Priority: Critical) |
| Action 3 | Send Email to account manager          |

### Auto-Ticket on Any Incident

| Setting  | Value                               |
| -------- | ----------------------------------- |
| Trigger  | Incident Detected                   |
| Action 1 | Create PSA Ticket                   |
| Action 2 | Call Webhook (notify Slack channel) |

### Proactive Uptime Warning

| Setting        | Value                        |
| -------------- | ---------------------------- |
| Trigger        | Uptime Drops Below Threshold |
| Trigger Config | `{"threshold": 99.5}`        |
| Action 1       | Send Email to technical team |

***

## Related Guides

* [MSP Reports & Analytics](/guides/msp-reports)
* [Bulk Operations](/guides/msp-bulk-operations)
* [MSP Console Overview](/guides/msp-setup)