1.Detect new case record
Integrate Salesforce, case intake filters, and routing rules to continue only for qualifying new Case records that need engineering work.
Create engineering work items from new support cases
Automatically create engineering work items from new Case records across Salesforce. Create and update when qualifying cases are detected or iteration paths are resolved—so you can route work items, link cases, and log mappings without manual case follow-up.
How this automation creates engineering work items
When New Case (New Record) triggers, delays can stall engineering triage and handoff work. This automation maps qualifying cases to work items and updates the originating case with the new work item ID and link—so your team can track resolution faster.
Salesforceor swap with your favorite app
2.Filters for qualifying cases
Integrate Filter by Zapier and conditional logic to continue only when configured boolean or status fields require engineering work.
Filter by Zapieror swap with your favorite app
3.Lookup project and year
Integrate Zapier Tables and configuration lookups to find Project and Year rows and build iteration path components.
Zapier Tablesor swap with your favorite app
4.Normalize release and type fields
Integrate Formatter by Zapier and field formatting tools to normalize planned release dates to ISO and type text before creation.
Formatter by Zapieror swap with your favorite app
5.Create work item in Azure DevOps
Integrate Azure DevOps and engineering planning fields to create a work item using mapped title, description, owner, and priority.
Azure DevOpsor swap with your favorite app
6.Update case with work item link
Integrate Salesforce and CRM linking tools to update the originating Case with the new work item ID and a work item link.
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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