Configuring Routing policies

Updated in 8.3

Routing policies assign Tickets or Change Requests to certain technician when the Ticket or Change Request satisfies a specified condition. Alloy Navigator Express checks this condition whenever Tickets or Change Requests are created or modified. For example, you can use a Routing policy for auto-assignment of all Tickets or Change Requests of the "Internet" category to the network administrator.

You configure Routing in the Customization > Service Desk > Objects > Workflow > Business Policies section as follows:

  • ClosedTo add a new Routing:

    1. Click New > Routing. The Object Routing window opens.

    2. Type in the policy name.

    3. Optional: Type in the description.

    4. Under When, specify your conditions for assigning Tickets or Change Requests to a specific technician. The policy will be applied when all conditions are true.

    1. Under Then, specify a new assignee.

    2. Click OK.

  • ClosedTo modify a Routing:

    1. Double-click the Routing policy to modify. Object Routing window opens.

    2. Change the details, as needed.

    3. Click OK.

  • ClosedTo delete a Routing:

    • Select the Routing to delete and click Delete.

Object Routing window

You use the Ticket Routing window to create a new Routing or to modify its properties.

Name - the policy name.

Description - the description of the policy.

Enabled - enables the policy.

When ticket - this section specifies the conditions for assigning Tickets or Change Requests to a specific technician. The policy is applied when all conditions are true.

NOTE: If no conditions are specified (all operators are "any"), Alloy Navigator Express re-assigns the Ticket or Change Request whenever it is modified.

Then - this section specifies the new assignee.