When you handle support (support/incidents/requests) and try to keep both developers and the client in check, the problem of “lack of a single source of truth” and unclear priorities quickly arises.
This automation was created specifically for support project managers: it helps keep developers up to date and automatically informs the client, which is particularly useful for SLAs. It also uses the NocoDB database, which has a free self-hosted version and the ability to create kanban views
Solution: Incident Board + AI
This is, in practice, the automation of a simple incident management database, the functionality of which is extended by n8n. NocoDB is a good fit for this approach, offering views including Kanban (along with Grid/Gallery/Form/Calendar), precisely what’s needed for orderly ticket management.
How automation works
The workflow has two entry points: an incident form and a schedule trigger. This allows you to clearly communicate to your customers how they should notify you about incidents.
- Entry point 1: Incident form
After submitting the incident details, the automation retrieves the incident level/type definitions from the database, sends them along with the ticket content to the AI. The AI compares the definitions with the customer request, refines the priority, and saves the result to NocoDB. - Entry point 2: Schedule trigger
The second part runs cyclically and monitors status: if a task hasn’t been started or delivered within the required timeframe, email or Slack notifications are sent to both the customer and the responsible developer.
Implementation (NocoDB + consistent naming)
If your incident level naming differs from the template, you need to update the columns in NocoDB, as the names must be consistent between the automation, incident definitions, and single-select fields in NocoDB. On the automation page I’ve included sample tables with definitions. It provides a minimal table layout (including Title/Definition/Response time/Resolution time/Default assignee) and the target fields of the issue record (including expected category, assigned category, status, expected response/resolution, assignee, assignee slack), allowing you to control which incidents are sent to whom and through which channels.
Finally, you configure the Kanban view and column grouping (stacks) by the status field, so that as a project manager, you have continuous control over the entire process.
Extensions Worth Adding
The template suggests two sensible extensions: adding an email trigger to handle incoming requests and changing the notification scheme (e.g., a 1-2 day delay before the client receives information that the task is “after due”). These are simple extensions, but their addition depends on your agreements with clients and how you want to process requests.
However, if you need a dedicated system for managing requests, integrating with CRM, or managing clients, contact us – we can create a dedicated CRM system for you, with error handling and integration with your current systems, allowing you to effectively increase your company’s profitability.
