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Example scenario setting up Automation for Web/App

Imagine that your company has dedicated domains for different local entities. You may have an individual responsible for the initial triage, where they decide which domain an issue is moved to. Automation helps you automatically move incoming issues to different domains. 

Example:

  1. You are a company with divisions in the UK, Spain, Hungary, Italy, India, and Netherlands.

  2. You have one company-wide SpeakUp channel that allows employees to send reports from all over the world.

  3. Each division has its resources and local investigators for issues, so you create a Screenshot example scenario mapdomain to store and investigate issues for each country.

  4. "How do you move incoming reports automatically to their respective country domain?"


Preparation for Automation

  1. Create a reporter intake form:

    1. Read this article: "How do I create an intake form"

    2. Creating a Reporter intake form involves creating an Option List and Field. For this example:

      1. Create an options list called ‘Country list’ with the options: UK, Spain, Hungary, Italy, India, and the Netherlands.Screenshot example country list

  2. Then, for Field, create a system name called ‘Country’.

    1. Add a label that your reporters will see when they select an option, e.g., 'Which Country Did The Incident Happen?'

    2. For Field Type, choose Option Select.
    3. For Option List, select the list you made earlier: Country List.
  3. Create a Reporter Intake Form
    a. Go to Forms in the menu section, then select Reporter Intake Form.
    b. Add a New Reporter Intake Form with the name ‘Country’.
    c. Add the Field you created before, which was also 'Country'.Screenshot reporter intake form country
  4. Add the Reporter Intake Form to your channel.
    1. First, read this article[link to: "how do I add a Reporter intake form to a channel?"]
    2. Go to your channel for all incoming issues. Then, select Reporter Intake Form and add your form. Screenshot 2025-02-12 at 16.45.00

And now, how do I activate the automation?

  1. Go to Access Management in the menu and create a Spain Domain. Give the local investigators access to the Spain Domain.

    1. For more info on how to do this, here are two articles: [link to: "how do I create a domain?"] and [link to: "how do I give a User access to a domain?"]

  2. Go to System. Click on Automations.
  3. Select ‘New Automation’. Screenshot 2025-02-12 at 16.48.52
  4. Give the automation a name such as ‘Spain Automation’Screenshot automation name example

  5. In the ‘do the following’ section, select the Action of ‘move issue to Domain’.

  6. Then, for Domain, select the Spain Domain that you would have created before.

  7. For the Apply this automation when section, select ‘A new report is submitted’.

  8. Then, you must select your conditions for the automation to run. Go to the section called ‘If all these conditions match’:

    1. For Channel: Select the Channel where you will receive all the incoming messages. For this example, it is the global channel.

    2. Select the Reporter Intake Form connected to that channel. For this example, it is the Country form.

    3. Select the Field that you want to add the automation for. In this example it is Country.

    4. Then select the Option, in other words, for which answer option do you want the automatic routing of incoming messages to take place for? For this example, its Spain.

  9. Then click Save.

 

We advise not to add questions to the intake form that could deter reporters from submitting their issues, such as "Which department do you work in?"