Routing rules
Sending new cases to the right group, person or priority automatically, and how rules are evaluated.
Routing rules (Settings › People & access › Routing rules) decide where a new case goes. Each rule has conditions and actions.
Conditions
| Field | Compares | Example |
|---|---|---|
| Text | The requester's words | contains “printer” |
| Requester email | The exact address | is “ceo@yourcompany.com” |
| Requester domain | The part after @ | is “partner.com” |
| Requester group | A department you defined | is Executives |
| Type | Incident, request, change or problem | is incident |
| Priority | The priority AI chose | is high, urgent |
| Channel | Portal, email or widget | is email |
| Email received at | The address an email was sent to, such as your billing or security address forwarded to the desk | is billing@yourcompany.com |
| Service | The service the case is about | is Email & collaboration |
| Mood | Neutral, frustrated or angry | is angry |
Comparisons are is, is not, contains and does not contain, ignoring capitals. “Is” accepts a comma-separated list. A rule matches when all its conditions are true, or any of them, as you choose.
Actions
- Send to a group
- Assign to a person
- Set the priority (this is how a case becomes Urgent automatically)
Order
Rules are checked from the top. The first matching rule wins, unless it says continue after match, in which case later rules can fill in what it left empty (an earlier rule's group or priority is never overwritten). Move a rule up or down to change which one is checked first.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.