Who is it for?
This automation is for support project managers, which helps not only to keep developers informed but also automatically keep clients in the loop—especially useful if you are managing SLA-like agreements.
It is actually a simple incident management board using a free Kanban board that is extended in functionality via N8N.
How It Works?
The script has two entry points. The first one is the incident form. When incident details are provided, automation gets incident definitions from the database and pushes both information to AI. AI compares definitions with client requests, refines incident priority, and pushes it into the NocoDB database.
The second is a schedule trigger, which is responsible for regular notifications on task status. If a task is not picked up or delivered in a proper time, then emails or Slack messages are sent both to the client and the responsible developer.
How to set up?
1. Clone the automation.
2. Create (samples below) two NocoDB tables: one with definitions and the second that serves as a Kanban board (mind column naming!).
3. Set up email and Slack connections.
You should be ready to go!
Different incident naming
If your incident level naming is different, you need to update a few nodes and a few columns in NocoDB. This is because incident naming must be unified through: automation flow, incident definitions, and column NocoDB select fields.
So be sure that the following is the same:
– NocoDB: Incident definitions, column “Title”
– NocoDB: Tasks table, single select fields:
– “expected category”
– “assigned category”
– N8N: Incident Form “Incident Desired Category”
NocoDB TablesIncident definitions table
| Title | Definition | Response time | Resolution time | Default assignee |
|——————|—————-|—————|——————|——————|
| single line text | text | number | number | email |
Tasks table
| email | message | expected category | internal notes | assigned category | status | expected response | expected resolution | assignee | assignee slack |
|——-|———|——————-|—————-|——————-|——–|——————-|———————|———-|—————–|
| email | text | single select | text | single select | single select | date and time | date and time | email | slack username |
Use Kanban board
Simply set up the Kanban view and stack by the “status” field.
What’s More?
That’s actually it. I hope that this automation will help your support line be much more streamlined!
There is actually more that you could do with this automation, but it really depends on your needs. For example, you could add an Email trigger to handle incoming support requests (but remember to adjust nodes accordingly). Another thing is that you could create different notification schemas, depending on your needs (for example, you may want a day or two delay before notifying the client that a task is overdue).