Using Actions and Connecting AutomationAI to CloudRadial UCP

The Actions area lets your service requests and problem reports trigger work outside the portal. An Action is either:

• a UCP action: a signed webhook call to an HTTPS URL that you define in the portal, with no other product required, or
• an AutomationAI workflow: a published workflow in your AutomationAI workspace, run when a ticket is submitted.

Actions replace the legacy Automations engine for new work. Existing Automations keep running, but they are marked Deprecated and will be retired in a future release.

Requirements

• The Automations module must be enabled in your edition and granted in the user's security role. The module is now named Actions in role administration.
• To run AutomationAI workflows you need an AutomationAI workspace with an integration key. UCP actions (webhooks) do not require AutomationAI.

The Actions page

Go to Partner > Actions. There are two tabs.

Actions Catalog lists everything a catalog item can trigger, in two groups: your UCP actions first, then published AutomationAI workflows. Columns are Name, Type (Webhook or Workflow), Last run, and Status. Use New action to create a webhook, or New workflow in AutomationAI to open the AutomationAI designer in a new tab. Clicking a workflow also opens it in AutomationAI.

Run History shows past runs. Switch between Actions (UCP webhook runs, the default) and AutomationAI (workflow runs, read live from AutomationAI). On the AutomationAI side you can toggle between runs Triggered from UCP and All integrations. Click an AutomationAI run to open it in AutomationAI. UCP action runs are kept indefinitely and can be resent.

Creating a UCP action (webhook)

1. Go to Partner > Actions > Actions Catalog and click + New action.
2. Enter a Name and optional Description. Type is Webhook.
3. Choose a Method (POST, PUT or PATCH) and enter the URL. It must start with https://. Private, loopback, link-local and cloud metadata addresses are refused.
4. Under Headers, click + Add header for any request headers. Header values are stored in UCP's Key Vault and never shown again.
5. Leave Enabled checked and click Save. CloudRadial generates a signing secret and shows it once. Store it in your receiving system. You can rotate it later.
6. Use Send test to confirm your endpoint receives the request.

Until AutomationAI is connected, the Actions Catalog shows a banner: "Connect AutomationAI on Settings → Integrations to list your AutomationAI workflows here and pick them on catalog items." UCP actions work without it.

Each action has an enable/disable switch. A disabled action drops out of the picker; catalog items that still reference it record a Skipped run. An action that a catalog item uses cannot be deleted until the item no longer references it.

How deliveries work

• Each request is signed using the Standard Webhooks headers and carries X-CloudRadial-Correlation: ucp-ticket-{ticket number}.
• Redirects are not followed.
• Each attempt times out after 10 seconds. A 408, 429, 5xx or timeout is retried after 1, 5, 30 and 120 minutes.
• A run that ultimately fails raises a Failed Running Action advisory in the portal.

Connecting AutomationAI

1. In AutomationAI, go to Settings > Integrations and generate a UCP integration key. Copy the key and the endpoint shown beside it. The key is shown once.
2. In UCP, go to Partner > Settings > Integrations and click AutomationAI in the list on the right.
3. Check Enable AutomationAI?, paste the Endpoint (for example https://automationai.cloudradial.com/api/integration) and the Integration Key, then click Submit. There is no region picker; the endpoint you paste is the one that is used.

The key is stored in CloudRadial's Key Vault. Only its prefix is displayed afterward. The Connected / Not connected line reflects the result of the last call to AutomationAI; the Enable checkbox is what turns the integration on.

If AutomationAI cannot be reached, the Actions page shows a message above the grid instead of an error toast:

Calls to AutomationAI time out after 15 seconds and are not retried.

Triggering an action from a service request or problem report

1. Edit the catalog item and add an Action question.
2. Pick a published AutomationAI workflow or an enabled UCP action from the list. The editor previews what the pick needs.
3. If the workflow requires an input that no question on the form supplies, the request form asks the user for it.
4. Save the item.

When the item is submitted, CloudRadial creates the ticket first, then fires each Action question in order. A workflow pick starts one run in AutomationAI; a UCP action pick queues a webhook delivery. If a pick fails, the remaining Action questions on that submission are stopped and a Failed Running Automation or Failed Running Action advisory is raised. The ticket itself is not affected.

The payload and Field keys

Every question on a catalog item now has one locked Field key (this is the existing Script / JSON Field ID). It is generated from the label if you did not set one, can be edited until the item is first saved, and must be unique across the item and any templates it includes. The names ticket, company and user are reserved.

The payload sent to a workflow or webhook contains:

• every answer under its Field key, typed as number, boolean or array where applicable, with blank or hidden answers sent as null;
• ticket, company and user context objects.

The legacy @Token syntax is not used.

Important change for existing JSON webhooks: a question that previously had no Field ID receives a key the next time its item is saved. From then on, JSON webhooks list that question under its key rather than its question number. If you parse JSON webhooks downstream, check your mappings after editing an item.

Legacy Automations

The Automations engine's pages remain under Partner > Automations, marked Deprecated: Automations, Workflows, Logs and manual run. The Automation question type still runs on existing questions but is not offered on new ones, and the Automation variable type has been removed from variable editors. Plan to rebuild existing automations as Actions. See Understanding Automations for the legacy documentation.

Related articles

• Understanding Automations (legacy)
• Using JSON Webhooks
• Triggering a workflow with a webhook (AutomationAI)
• Connecting ServiceAI with an Integration Key (AutomationAI)