Automation - have ELSE call another Automation?

Question

We currently have an Automation that assigns a team to newly created tickets based on different attributes. The Automation is nearing its limit of 65 components, and I expect we will hit that limit soon.

My idea is to break the existing Automation into smaller parts, but I can only do that if there's a way to have the final ELSE statement call the next Automation. Or maybe there's a different way to approach this...

Essentially the Automation is a number of IF/ELSE statements assigning the Team field based on Request Type, or Application selection, or combination of both, or combination of both plus the reporter's Department. This is all designed to get specific ticket submissions directly to Level 2 support by the correct team. The final ELSE sends everything left to a Level 1 support group.

We have 17 different teams, more than a dozen Request Types, and a large number of applications which results in this very long Automation. Management's desire is to have the team assignment automated, so if there's any way to accomplish this with either a different process or "linked" automations that would be great.

Darryl St_ Pierre · Answer

Sorry for not replying on this sooner. My priorities and attention change from minute to minute...

I will probably need to implement some form of this suggestion, but what a mess it's going to be. And troubleshooting problems with incorrect assignments will likely scramble my brain.

Thank you, @Steve S_ , for presenting this approach.

Steve S_ · Answer

Hello @Darryl St_ Pierre -

You mentioned that you have multiple teams with multiple request types, hence the many IF/ELSE rules that you will have to create.

One way to approach this is to first decide what makes more sense for the trigger, is it the TEAM or the Request Type.  Once you figure that out, you can create a single rule to branch all decisions based on that team/request trigger for that specific scenario.  Then copy the rule for each team/request trigger you need to update for.  Essentially, you will have the same rule duplicated for each trigger scenario vs. attempting to string them all along.

The trade-off is more rules, but a simpler approach that each rule can run independently and the ease of clicking "copy rule" with a few tweaks vs. creating each "separate part" from scratch.

Hope that helps.

Andrea Robbins · Answer

After re-reading your post, I do advise actually using assets here. You can create mapping assets so if it is a particular department, request type, etc, it is auto assigned to a team.

Example irl I did:

For onboarding, I had a policy asset that said if the user was from x department, then it required y sort of access, and then I would create linked tasks per access required.

Your use case is simpler - just edit a ticket field! I think that would be easiest