Automation rule reached the limit of 65 conditions

Question

Hi all,

I hope someone could help me find a better way or answer to my problem. Here's the background....

I got a custom cascading field named: Issue category/sub-category
A custom field for Functional area
And another custom field for Resolver group

The issue category/sub-category has more than 110 values in it. Sample list is...

CategorySub-categoryFunctional areaResolver groupApplication (Non-SAP)BlueprintCommercialIT CommercialApplication (Non-SAP)CorumCommercialIT CommercialApplication (Non-SAP)SalesforceTechnologySalesforce TeamApplication (Non-SAP)JiraTechnologyJira AdministratorApplication (Non-SAP)KIACommercialIT CommercialApplication (Non-SAP)LAMLabCommercialIT Commercial

I created an automation rule when issue category/sub-category is change to assign the appropriate Functional area and Resolver group.

My problem is when I was about 3/4 writing and saving my IF-THEN-ELSE statements I got an error where it says I reached the limit of 65 conditions per automation rule.

What is the best way doing the automatic population of fields based on another field values? I checked Lookup table, but I think it is not fitted to my requirements. I'm hoping not to buy any add-on app.

Regards,

Zaldy Parian · Answer

Hi @Walter Buggenhout

Thanks for your reply. I actually use JQL as condition. One example that has small list is this.....

project = "SDM " AND issuetype in (Incident, "Service Request with Approvals", Problem) AND 
"Issue category" in cascadeOption ("Application (SAP)", "OpenText") OR 
"Issue category" in cascadeOption ("Application (SAP)", "FICO") OR 
"Issue category" in cascadeOption ("Application (SAP)", "Finance Supply") OR 
"Issue category" in cascadeOption ("Application (SAP)", "Finance Tech")

assign to- Corporate / SAP Finance Management

And I do have queues for each Resolver group. But the Resolver group field needs to be populated first on create or on update. Which is the automation is doing.

And I could not add anymore condition because I max out the limit of 65 conditions.

Walter Buggenhout · Answer

Hi @Zaldy Parian,

From the sample list, it seems several types of requests end up with the same resolver groups. Assuming that the number of resolver groups is a lot smaller than 65, can't you use JQL conditions grouping the number of combinations to either update your field or just set up Service Desk queues based on JQL instead of updating the field?

Hope this helps!