Ticket routing rules can be used to specify what happens to tickets which fall into certain specifications. they can be used to assign and escalate tickets based on parameters you can set.
How They Work
With routing rules, The rules are applied from top to bottom, in order. In addition, it does not stop evaluating when it reaches a match, but rather will continue down the list and apply ALL matches. this means that a single ticket may be affected by multiple routing rules, and a rule lower on the list may overwrite changes made higher in the list. While this may seem counter-intuitive, there are many ways this behavior can be harnessed to your advantage.
How to set Routing Rules
- Go to Settings | Incident Management | Routing.
- Assign a meaningful name to the new Routing Rule.
- Provide a brief Description of this new Routing Rule.
- Enable this Routing Rule.
- Define the Condition(s) that will trigger this Routing Rule. There is an option to require all conditions to be matched, or any of the conditions to be matched. there is no limit to the number of conditions.
- Define the Action(s) to be taken when the Conditions are met. Multiple actions can be performed by the same rule.
- Save this new Routing Rule.