Routing Tickets to a Specific Tech

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Ticket routing allows you to automate ticket assignment according to a condition or a combination of conditions.

There are two kinds of routing rules:

  • Ticket Creation – evaluates routing rules on the creation of the ticket
  • Ticket Updates – evaluates routing rules when a change of information occurs (usually a status)

Step 1: Add a Ticket Creation Routing Rule

To add a ticket creation routing rule, navigate to the following:

  1. Admin
  2. Ticket Routing
  3. Ticket Creation (Tab)
  4. Create Rule

Assign the following parameters to the rule:

  • Add Condition
    • Set the field to "Site"
    • Set the comparison condition to "is"
    • Set the field to the desired site location (i.e., Learning Campus)
  • Assign To - Select a specific tech
  • Assign to Service Group - Select one or more service groups to associate to the ticket 1
  • Set Status to - Choose a status: Open, Removed, or Request Approval 1

Step 2: Add a Ticket Updates Routing Rule

To add a ticket updates routing rule, navigate to the following:

  1. Admin
  2. Ticket Routing
  3. Ticket Updates (Tab)
  4. Create Rule

Assign the following parameters to the rule:

  • Add Condition
    • Set the field to "Site"
    • Set the comparison condition to "is"
    • Set the field to the desired site location (i.e., Learning Campus)
  • Assign To - Select a specific tech or leave unassigned 1
  • Assign to Service Group - Select one or more service groups to associate to the ticket 1
  • Set Status to - Choose a status: Closed or In Progress Approval 1

Notes

1 Can be turned off with a toggle