Order of Automation Execution During Request Creation

Order of Automation Execution During Request Creation

When a request is created in the application, various automation layers are executed in a specific sequence. Understanding this order is essential to determine the appropriate level for applying automation and troubleshooting in case of failures.

Below is the execution order:

Form Rules (only applies if created via Web-form) → Site → Business Rule → Priority Matrix → Lifecycle Transitions → SLA → Category-Based Assignment → Delegation → Technician Auto Assign → Triggers & Workflow alongside Notifications
Notes
This is the order in which automations are executed when a request is created in the application. It helps determine the right stage to apply automation and is useful for identifying the root cause when an automation fails to execute as expected.