If/else block Automation Rule to have multiple triggers

[Jennifer Bader]

Hello,

I have an If/else block automation to trigger based on keywords in Summary.  If(block)/then checks for one keyword, then next else(block)/then has a different keyword, and another else(block)/then has a different keyword.  The rule currently stops after it is triggered the first time for the first keyword.

Ex: I have an automation rule check for keywords in Summary: cat, dog, mouse.  I have a ticket with Summary: "Cat ate my mouse."  The rule triggers when it reaches cat, but does not trigger with keyword mouse. 

Is there a way to continue running through all the conditions? Should a different conditional component be used?

Thanks,
Jen

[Bill Sheboy]

Hi @Jennifer Bader 

It appears you want to map values found in the Summary to Label values to add when a work item is created.  Is that correct?

If so, what does that mapping look like, such as many keywords-to-one label, like this:

1. purecloud, genesys, ivr, or... --> add marketing label
2. LOA, absence, leave, or... --> add leave label
3. etc.

Or some other mapping?

However they are mapped, there are at least two ways to solve this with a single rule: branching and lookup table (or variable).

• Branching -- rather than using an IF / ELSE block (which will halt after the first match) use branch to current issue and repeat the different conditions
  • trigger: work item created
  • action: re-fetch work item data
  • branch: to current work item
    • condition: check for the first summary matches
    • action: add the first label
  • branch: to current work item
    • condition: check for the second summary matches
    • action: add the second label
  • ...
• Lookup Table -- using a lookup table where the key is the list of summary keywords and the mapped to labels using regular expressions, split the summary on spaces into a list and use the match() function to extract key / value pairs, remove the keywords, remove the duplicates, and later use a single edit action to add the labels at one time.

Kind regards,
Bill

[Susan Waldrip]

Hi @Jennifer Bader , would you please post a screenshot of at least that part of your automation so we can better determine a solution?

[Jennifer Bader]

Here is the beginning of my rule: