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:
- Admin
- Ticket Routing
- Ticket Creation (Tab)
- 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:
- Admin
- Ticket Routing
- Ticket Updates (Tab)
- 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