This policy describes the support currently available for the "Automations" Azure DevOps extension.

Contact Information

If you have any questions or require assistance, please contact us via email at support@documentero.com. Support during Preview is provided on a reasonable-efforts basis; response times vary and are not guaranteed. When reaching out, please mention that you are using the "Automations" Azure DevOps extension and include where possible:

• your Azure DevOps organization name and the project name;
• the name of the automation concerned and what you expected it to do;
• the approximate time of the run and the status or error message shown in the Logs tab;
• the Automation Identity and project status shown in Organization settings → Automations;
• screenshots of the automation configuration and the relevant log entry.

Please do not send passwords, Personal Access Tokens, or other secrets by email.

Getting Started

1. Install the Automations extension from the Azure DevOps Marketplace.
2. Confirm that the Azure DevOps organization is connected to Microsoft Entra ID. Organizations that use Microsoft personal accounts only ("MSA-only organizations") are not supported.
3. A Project Collection Administrator opens Organization settings → Automations, optionally enters a contact email, and selects Connect organization.
4. Choose the projects where Automations may run and sign in with a work or school account from the same Microsoft Entra directory connected to the Azure DevOps organization. Connect consents Documentero's multi-tenant application in that directory and provisions the Workflow Automation service principal as an Azure DevOps user with Stakeholder access and Project Administrators membership on the selected projects. The Azure DevOps user consumes a seat while it remains under Organization settings → Users.
5. Wait until the organization status is Ready. Use Verify if the Enterprise application, Azure DevOps user, or project access was changed outside the Extension.
6. Open a project → Automations. Start from a Template or Create automation from scratch: choose a trigger (work item event or schedule), optional conditions, and the actions to perform.
7. Save and enable the automation, then watch the Logs tab for the next matching event or scheduled run. You can also use Run now to test most automations against a specific work item.

Automations run as the Workflow Automation service principal, not as the person who created them. Project Administrators may manage and run Automations by default and may allow additional Azure DevOps groups. Project members may view Automations and Logs unless that access is restricted in the project's Automations settings.

Consent and Project Management

• If user consent is blocked: select Copy admin consent link and ask a Microsoft Entra tenant administrator to approve it. Admin consent registers the Enterprise application but does not finish Azure DevOps setup; a Project Collection Administrator must return and run Connect organization.
• Manage projects: use this option to add or remove selected projects. Adding a project grants the Automation Identity access and resumes enabled Automations. Removing a project removes that project access and pauses all runs there without changing each Automation's Enabled setting.
• Authentication: Connect and Manage projects use a one-time administrator authorization that is discarded after provisioning. Runtime uses short-lived access tokens obtained server-side through the Microsoft Entra client credentials flow for the Automation Identity; Documentero does not persist Azure DevOps Personal Access Tokens or organization user access or refresh tokens.

Automation Configuration Support

Support may provide general guidance on triggers, conditions, actions, Smart Values, templates, and troubleshooting. Standard support does not include designing, building, or maintaining complete automations. You remain responsible for their configuration and the changes they make in your Azure DevOps organization. When requesting help, describe the expected behavior and include screenshots of the automation and relevant Logs entry where possible.

Troubleshooting Checklist

Before contacting support, the following checks resolve most issues:

• Organization Ready? Organization settings → Automations should show the Automation Identity as Ready. If not, confirm the organization is connected to Microsoft Entra ID, the sign-in used the same tenant, and a Project Collection Administrator completed Connect.
• Project Running? Confirm the affected project is selected and shows Running. Use Manage projects to add or resume it. Automations cannot do more than the Automation Identity is permitted to do in that project.
• External changes? If the Enterprise application, Azure DevOps user, or Project Administrators membership was changed manually, select Verify and follow the status shown.
• Reconnect blocked? If the organization was previously disconnected, remove the old Workflow Automation entry under Organization settings → Users before trying Connect again.
• Enabled? Only enabled automations create Service Hook subscriptions and run.
• Check the Logs tab. Each run shows a status (completed, failed, skipped) and step-level details. "Skipped" typically indicates a usage limit, loop protection, or a condition that was not met.
• Conditions and scope. Verify that the trigger filters, conditions, and "Work on" target (this work item, parent, children, or items from a search/query) match your intent. Automations operate within a single team project.
• Usage limits. See the table below; events above the daily limit are skipped for the rest of the day (UTC).
• Run now. Use Run now with a specific work item ID to test an automation without waiting for an event (not available for delete/restore triggers).

Disconnect and Offboarding

1. A Project Collection Administrator selects Disconnect in Organization settings → Automations. This clears Documentero's connection state, removes Service Hooks created by Documentero, and stops all Automation execution. Stored Automation definitions remain until deleted.
2. In Azure DevOps, open Organization settings → Users and delete the Automation Identity to release its Stakeholder seat.
3. If desired, disable or remove the Documentero Enterprise application in Microsoft Entra ID. Disconnect does not perform these Azure DevOps or Entra removal steps for you.

Usage Limits (Preview defaults)

Limit	Default	Behavior when reached
Automations per organization	50	Creating additional automations fails
Executions per organization per day (UTC)	500	Additional events are skipped; Service Hooks stay enabled
Executions per project per day (UTC)	250	Additional runs in that project are skipped
Work items loaded per search / query	200	Result list is truncated; recorded in the run log
Work items modified per run ("Work on = Items")	50	Remaining items are processed on a later scheduled run; event-triggered runs do not retry leftovers
Child work items processed per run	50	Additional children are not processed in that run

Limits may change during and after Preview. If your team needs different limits, contact support.

Email Actions

Emails sent by the "Send customized email" action are delivered from notifications@documentero.com to the recipients configured in your automation. If messages are not arriving, please ask recipients to check spam or quarantine folders and, where appropriate, allow the sender address in your mail system. The action is intended for operational notifications related to your Azure DevOps work, not for marketing or bulk messaging.

Feature Requests and Bug Reports

We welcome feedback while the extension is in Preview. Please send feature requests and bug reports to support@documentero.com, including steps to reproduce and screenshots where possible.

Security Issues

To report a potential security vulnerability, please email support@documentero.com and follow the responsible disclosure guidance in our Security & Data Protection Statement.

Payment and Billing

There are currently no paid plans, trials, or invoices for this extension. If paid plans are introduced after Preview, applicable terms will be published before charges apply in the End-User License Agreement or related billing documentation.

Changes to This Policy

Documentero may update this Support Policy as the Extension or its support practices change. Changes take effect when posted or on any later date stated in the updated policy. The Last Updated date identifies the current published version.

Related Documents

• End-User License Agreement
• Privacy Policy
• Security & Data Protection Statement