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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Custom Lookups

Use the Custom Lookup automation in a workflow to assess mapped data that has been set up in a Custom Lookup. A Custom Lookup can be used in place of a decision node when there are larger data sets that need to be compared.

Custom Lookup Automation

Before you begin

  • At least one Custom Lookup must be created before this automation can be used.

Example uses

  • Assign a request to a team based on the category that was selected.
  • Assign a request to a team based on the location.
  • Set the priority, impact, urgency, or risk based on information held in a request.
  • Assign an authorizer based on information held in a request.

Available tasks

  • Custom Lookup Details. This is the only available task. This is used to get the information from a selected Custom Lookup.

Options

Mandatory options

  • Custom Lookup. Set to manual and select one of the available Custom Lookups from the drop-down list.
  • Reference. Set to manual or variable and type in the reference to use. In almost all cases, this will be set to variable, and the reference will be determined by using the variable picker to select a variable from the output of a previous workflow node.

Example workflow

Example Workflow

  • Get Request Information - Category. This is a standard Get Request Information automation that gets the request category. The category information will be added to an output variable.
  • Custom Lookup - Category->Team. The Reference option on the Custom Lookup node will use the output variable from the previous node that contains the category information and then use this to look up which team is mapped to that category. The mapped team will be stored in the team output variable.
  • Assign to Team. The Team option on the Assignment node will use the team output variable from the previous node to make the assignment.
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