Engineering ops Starts from app event
Support request routing
Route requests posted in a support channel to the right team and open a GitHub issue for bugs.
How it runs
4 steps, from app event to outcome
- if bug → Open an issue
- if not_a_bug → Send a message
Example recordPress play to follow one record through the flow.
See how “Support request routing” runs inside a governed flow.
- Trigger: On new message posted to channel. A request posted in the support channel starts the flow.
- Decision: Route the request. A governed decision picks the team and spots bugs.
- Action: Open an issue. Bugs become GitHub issues.
- Action: Send a message. The right team is notified in Slack.
Step by step
- 1 Trigger On new message posted to channel
A request posted in the support channel starts the flow.
- 2 Decision Route the request
A governed decision picks the team and spots bugs.
- 3 Action Open an issue
Bugs become GitHub issues.
- 4 Action Send a message
The right team is notified in Slack.
Governed by design
The decision step is a DMN model: rules your team can read, test and version, instead of logic hidden in code. Runs record the model or flow version that produced the outcome, so answers stay explainable.