Automation & Workflows

⚠️ Preview — not yet in the public API

The endpoints on this page are part of the AurionAI helpdesk and are currently accessible only through an authenticated dashboard session. They are not yet exposed through public API keys — a request authenticated with X-API-Key returns 403. Public API-key access is planned. The reference below documents the intended contract.

Aurion provides two levels of automation: Automation Rules for simple event-driven triggers, and Workflows for complex multi-step processes with branching logic, approvals, and integrations.

Automation Rules

Automation rules are simple if-then automations that fire on specific events.

List Rules

GET /api/v2/automation-rules returns a bare JSON array of rule objects — there is no data/total/limit/offset envelope and the endpoint takes no pagination query params.

cURL

curl "https://apps.aurionai.net/api/v2/automation-rules" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response:

[
  {
    "id": "rule_abc123",
    "name": "Auto-assign VPN tickets to Network team",
    "description": null,
    "enabled": true,
    "execution_mode": "event",
    "trigger_event": "ticket.created",
    "time_condition": {},
    "conditions": [
      {"field": "category", "operator": "equals", "value": "Network"}
    ],
    "actions": [
      {"type": "assign_team", "team_id": "team_network"}
    ],
    "priority_order": 1,
    "stop_processing": false,
    "execution_count": 42,
    "last_fired_at": "2026-02-10T14:30:00Z",
    "created_at": "2026-02-01T10:00:00Z",
    "updated_at": "2026-02-01T10:00:00Z"
  }
]

POST /api/v2/automation-rules returns 201 Created with the created rule object (same shape as the list items above). name is required (1–200 chars). execution_mode defaults to "event" and must be one of event or time — any other value returns 422.

curl -X POST "https://apps.aurionai.net/api/v2/automation-rules" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Escalate urgent tickets",
    "execution_mode": "event",
    "trigger_event": "ticket.created",
    "conditions": [
      {"field": "priority", "operator": "equals", "value": "urgent"}
    ],
    "actions": [
      {"type": "assign_team", "team_id": "team_escalation"},
      {"type": "send_notification", "template": "urgent_ticket"}
    ],
    "enabled": true,
    "priority_order": 1,
    "stop_processing": false
  }'

For a time-based rule, set "execution_mode": "time" and supply time_condition (e.g. {"older_than_minutes": 60, "status": ["open"]}) instead of trigger_event. You can update a rule with PATCH /api/v2/automation-rules/{rule_id} (partial body) and fetch one with GET /api/v2/automation-rules/{rule_id} (404 {"detail": "Automation rule not found"} if it does not exist).

Delete Rule

curl -X DELETE "https://apps.aurionai.net/api/v2/automation-rules/rule_abc123" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Returns 204 No Content on success (404 {"detail": "Automation rule not found"} if the rule does not exist).

Execution Logs

View execution logs across all automation rules. This is a single global endpoint — there is no per-rule logs route. It accepts only a limit query param (default 50, range 1–200) and returns a bare JSON array.

curl "https://apps.aurionai.net/api/v2/automation-rules/logs?limit=50" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response:

[
  {
    "id": "log_abc123",
    "rule_id": "rule_abc123",
    "rule_name": "Auto-assign VPN tickets",
    "event_type": "ticket.created",
    "conversation_id": "conv_xyz",
    "status": "success",
    "actions_executed": 2,
    "executed_at": "2026-02-10T14:30:00Z"
  }
]

Trigger Event

Programmatically fire an automation event to execute matching rules:

curl -X POST "https://apps.aurionai.net/api/v2/automation-rules/execute-event" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "event_type": "ticket.created",
    "conversation_id": "conv_xyz",
    "payload": {
      "category": "Network",
      "priority": "high"
    }
  }'

Response: echoes the event and returns one entry per evaluated rule in executed. Each entry reports whether the rule matched, whether its actions ran (success), the list of per-action results (actions_executed), and any error_message.

{
  "event_type": "ticket.created",
  "conversation_id": "conv_xyz",
  "executed": [
    {
      "rule_id": "rule_abc123",
      "matched": true,
      "success": true,
      "actions_executed": [
        {"type": "assign_team", "team_id": "team_network", "status": "ok"}
      ],
      "error_message": null
    }
  ]
}

Workflows

Workflows are visual, multi-step automations with branching, approvals, and version control.

List Workflows

curl "https://apps.aurionai.net/api/v2/workflows?status=published" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Create Workflow

POST /api/v2/workflows returns 201 Created. The canvas is supplied under the top-level canvas_definition field (with nodes, edges, and viewport), and trigger metadata under trigger_config. Optional: template_id to seed from a template.

curl -X POST "https://apps.aurionai.net/api/v2/workflows" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "New Employee Onboarding",
    "description": "Automated onboarding workflow for new hires",
    "trigger_config": {"type": "event", "event_types": ["ticket.created"]},
    "canvas_definition": {
      "nodes": [
        {"id": "start", "type": "trigger", "config": {"event": "ticket.created"}},
        {"id": "check", "type": "condition", "config": {"field": "category", "equals": "Onboarding"}},
        {"id": "create_accounts", "type": "action", "config": {"type": "create_ticket", "subject": "Create accounts for new hire"}},
        {"id": "notify", "type": "action", "config": {"type": "send_notification"}}
      ],
      "edges": [
        {"from": "start", "to": "check"},
        {"from": "check", "to": "create_accounts", "condition": "true"},
        {"from": "create_accounts", "to": "notify"}
      ],
      "viewport": {"x": 0, "y": 0, "zoom": 1}
    }
  }'

Publish Workflow

Workflows must be published before they execute. Publishing creates a versioned snapshot:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/publish" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Execute Workflow

Manually execute a published workflow against an existing conversation. The body requires a single conversation_id field (a valid UUID). The endpoint creates a run and dispatches execution asynchronously, so it returns 202 Accepted — it does not run synchronously and takes no free-form input object.

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/execute" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "conversation_id": "3f1c9a2e-7b40-4e8d-9a1f-2c6b5d8e0a11"
  }'

Dry Run

Test a workflow without executing side effects. The dry-run is workflow-scoped — POST /api/v2/workflows/{workflow_id}/dry-run — and runs the workflow's current canvas. The body is optional; pass trigger_event to supply sample input, otherwise the trigger node's pinned test data is used.

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/dry-run" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "trigger_event": {"category": "Onboarding", "priority": "high"}
  }'

Webhook Triggers

Workflows can be triggered by external webhooks. Each workflow has a unique webhook URL that verifies an HMAC-SHA256 signature passed in the X-Workflow-Signature header. This is the one endpoint here that is not dashboard/session gated — the HMAC signature is the credential, so no API key or session is needed. It returns 202 Accepted immediately and executes asynchronously.

curl -X POST "https://apps.aurionai.net/api/v2/workflows/webhook/wf_abc123" \
  -H "X-Workflow-Signature: <hex-hmac-sha256-of-raw-body>" \
  -H "Content-Type: application/json" \
  -d '{"event": "deploy_completed", "version": "2.4.0"}'

Workflow Approvals

Workflows can pause at approval steps and wait for human decision:

List pending approvals

curl "https://apps.aurionai.net/api/v2/workflows/approvals/pending" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Approve or reject

curl -X POST "https://apps.aurionai.net/api/v2/workflows/approvals/req_123/decide" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{"decision": "approved", "comment": "Looks good, proceed."}'

The decision field must be exactly approved or rejected; comment is optional (max 2000 chars).

Workflow Runs

Monitor workflow execution history. Runs are listed per workflow at GET /api/v2/workflows/{workflow_id}/runs — there is no top-level /runs endpoint. Filter by status and page with limit (default 50, range 1–200) and offset.

curl "https://apps.aurionai.net/api/v2/workflows/wf_abc123/runs?status=completed&limit=10" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Drill into a single run and its steps with GET /api/v2/workflows/{workflow_id}/runs/{run_id} and GET /api/v2/workflows/{workflow_id}/runs/{run_id}/steps.

Version History

Workflows support version control and rollback:

List versions

curl "https://apps.aurionai.net/api/v2/workflows/wf_abc123/versions" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Restore previous version

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/versions/3/restore" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Workflow Templates

Get started quickly with pre-built templates:

curl "https://apps.aurionai.net/api/v2/workflows/templates?category=onboarding" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Install template

curl -X POST "https://apps.aurionai.net/api/v2/workflows/templates/tpl_abc/install" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Installing a template returns 201 Created.

Migrate from Automation Rules

Migrate a simple automation rule to the workflow engine. Returns 201 Created with the new workflow:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/migrate-from-rule/rule_abc123" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Canvas Size Limit

The canvas_definition JSON is limited to 5 MB per workflow. A create or update that exceeds this returns 413 Content Too Large with {"detail": "canvas_definition exceeds 5MB payload limit"}.

AI Automation

AI-powered classification, routing, and resolution that works alongside automation rules and workflows. Configure thresholds and behavior, manage routing rules, and monitor performance.

AI Automation endpoints are mounted under /api/ai-automation — not /api/v2/ai-automation. The settings, metrics, resolution-audit, and routing-simulate endpoints are additionally rate-limited to 30 requests/minute.

Get AI Automation Settings

curl "https://apps.aurionai.net/api/ai-automation/settings" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response:

{
  "classification": {
    "enabled": true,
    "auto_apply_threshold": 0.85,
    "suggest_threshold": 0.5,
    "auto_apply_fields": ["category", "priority", "conversation_type"],
    "classify_on": ["conversation.created", "conversation.customer_replied"],
    "reclassify_on_reply": true,
    "exclude_channels": []
  },
  "routing": {
    "enabled": true,
    "route_on_first_classification_only": true,
    "skills_timeout_seconds": 300,
    "fallback_to_team_pool": true,
    "ai_skill_matching_enabled": false
  },
  "resolution": {
    "enabled": false,
    "mode": "suggest",
    "auto_resolve_threshold": 0.92,
    "kb_match_threshold": 0.9,
    "max_auto_resolve_attempts": 2,
    "exclude_high_priority": true
  },
  "version": 3,
  "updated_at": "2026-02-10T14:00:00Z"
}

Update AI Automation Settings

Partial update -- only include the sections you want to change:

curl -X PUT "https://apps.aurionai.net/api/ai-automation/settings" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "classification": {
      "enabled": true,
      "auto_apply_threshold": 0.9
    },
    "resolution": {
      "enabled": true,
      "mode": "suggest"
    }
  }'

Returns the full updated settings object (same shape as GET).

AI Automation Metrics

Aggregated metrics for classification, routing, and resolution over a time period:

curl "https://apps.aurionai.net/api/ai-automation/metrics?days=30" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response: rate fields (auto_apply_rate, override_rate, first_assignment_accuracy, resolution_rate, suggestion_acceptance_rate, avg_combined_confidence, avg_time_to_route_ms) are null when their denominator is zero.

{
  "period_days": 30,
  "classification": {
    "total_classified": 482,
    "auto_applied": 410,
    "suggested": 45,
    "silent": 15,
    "agent_overridden": 12,
    "auto_apply_rate": 0.8506,
    "override_rate": 0.0293
  },
  "routing": {
    "total_routed": 398,
    "overflow_used": 15,
    "routing_failed": 3,
    "subsequently_reassigned": 7,
    "first_assignment_accuracy": 0.9246,
    "avg_time_to_route_ms": 120
  },
  "resolution": {
    "total_attempted": 200,
    "auto_resolved": 85,
    "suggested": 90,
    "skipped": 25,
    "sent_by_agent": 70,
    "dismissed_by_agent": 20,
    "resolution_rate": 0.425,
    "suggestion_acceptance_rate": 0.7778,
    "avg_combined_confidence": 0.91
  },
  "funnel": {
    "classified": 482,
    "routed": 398,
    "resolved": 85
  }
}

Resolution Audit Log

View recent AI resolution decisions with confidence scores:

curl "https://apps.aurionai.net/api/ai-automation/resolution/audit?limit=20" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response:

[
  {
    "id": "aud_abc123",
    "conversation_id": "conv_xyz",
    "action": "auto_resolved",
    "mode": "auto",
    "classification_confidence": 0.95,
    "kb_match_score": 0.93,
    "reply_coherence_score": 0.88,
    "combined_confidence": 0.94,
    "skip_reason": null,
    "model_used": "claude-sonnet-4-20250514",
    "created_at": "2026-02-10T14:30:00Z"
  }
]

Simulate Routing

Test how a conversation would be routed without actually routing it:

curl -X POST "https://apps.aurionai.net/api/ai-automation/routing/simulate" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "category": "Network",
    "priority": "high",
    "conversation_type": "incident",
    "sentiment": "negative"
  }'

Response:

{
  "matched_rule": {
    "id": "rr_abc123",
    "sort_order": 2,
    "category": "Network",
    "priority": "high"
  },
  "matched_team_id": "team_network",
  "overflow_team_id": "team_general",
  "required_skills": ["networking"],
  "routing_method": "balanced",
  "message": "Rule matched."
}

List Routing Rules

curl "https://apps.aurionai.net/api/ai-automation/routing/rules" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Response:

[
  {
    "id": "rr_abc123",
    "tenant_id": "t_xyz",
    "category": "Network",
    "priority": "high",
    "conversation_type": null,
    "sentiment": null,
    "target_team_id": "team_network",
    "overflow_team_id": "team_general",
    "required_skills": ["networking"],
    "routing_method": "balanced",
    "priority_boost": 1,
    "sort_order": 0,
    "is_active": true,
    "created_at": "2026-02-01T10:00:00Z",
    "updated_at": "2026-02-01T10:00:00Z"
  }
]

Create Routing Rule

curl -X POST "https://apps.aurionai.net/api/ai-automation/routing/rules" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "category": "Security",
    "priority": "urgent",
    "target_team_id": "team_security",
    "required_skills": ["security", "incident_response"],
    "routing_method": "round_robin",
    "priority_boost": 2,
    "sort_order": 0,
    "is_active": true
  }'

Returns 201 Created with the new RoutingRuleResponse. routing_method must be one of balanced, round_robin, or manual; priority_boost is bounded to −2..2 and sort_order must be ≥ 0.

Update Routing Rule

curl -X PUT "https://apps.aurionai.net/api/ai-automation/routing/rules/rr_abc123" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "priority_boost": 0,
    "is_active": false
  }'

Delete Routing Rule

curl -X DELETE "https://apps.aurionai.net/api/ai-automation/routing/rules/rr_abc123" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Returns 204 No Content on success.

Reorder Routing Rules

Update the evaluation order of routing rules. Rules are evaluated top-to-bottom (lowest sort_order first):

curl -X POST "https://apps.aurionai.net/api/ai-automation/routing/rules/reorder" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "ordered_ids": ["rr_security", "rr_network", "rr_general"]
  }'

Returns 204 No Content on success. The position in the ordered_ids array becomes the new sort_order.

SLA Management — SLA policies and escalation rules
Webhooks — Subscribe to workflow.* events
Teams & Routing — Team assignment in automation actions

Authorization

These endpoints are not on the API-key surface — there is no automation API-key scope, so an X-API-Key request is denied (403 {"detail": "API keys are not permitted for this endpoint"}) before any scope check runs. Within an authenticated dashboard session they are gated by the caller's role and tenant permissions:

Endpoint group	Required authorization
Read automation rules / logs (`GET /api/v2/automation-rules`, `.../{id}`, `.../logs`)	Role `super_admin`, `tenant_owner`, `tenant_admin`, `agent`, `supervisor`, `tenant_user`, or `tenant_readonly`
Create / update / delete a rule, run time rules (`POST`/`PATCH`/`DELETE /api/v2/automation-rules`, `.../run-time`)	Role `super_admin`, `tenant_owner`, or `tenant_admin`
Execute an event (`POST /api/v2/automation-rules/execute-event`)	Role `super_admin`, `tenant_owner`, `tenant_admin`, `agent`, `supervisor`, or `tenant_user`
Read workflows, runs, quota, templates	Tenant permission `workflow:read`
Create / update a workflow, install / save a template	Tenant permission `workflow:create`
Delete a workflow or template	Tenant permission `workflow:delete`
Publish, execute, restore, approve, decide	Tenant permission `workflow:publish`
AI Automation settings, metrics, routing rules	Role-gated within the dashboard session (and rate-limited to 30/minute on the settings/metrics/audit/simulate endpoints)

The POST /api/v2/workflows/webhook/{workflow_id} trigger is the lone exception — it is authenticated by its HMAC-SHA256 X-Workflow-Signature rather than a session or API key.

Automation & Workflows