Admins can set up work orders based on locations and service categories to be automatically assigned to a specific user, department or external vendor.
In order to do this, first go to Settings > Advanced > General > Work Order Creation and disable "Expose Departments on Work Orders".
- If you are not using departments and only using service categories to track and manage work orders, then it's recommended that this setting be off anyways.
If you do not first disable this setting, then a user could enter a Work Order and select a department that conflicts with rules that define how the Work Order is to be assigned
Second, go to Settings > Advanced > Routing Rules.
Once you are in Routing Rules, you can do the following:
- Create a Rule
- Edit an existing Rule
- Delete a Rule
- Activate or Deactivate an existing Rule
- Sort Rules
When creating a Rule, the following criteria can be entered for a Routing Rule:
- Name of Routing Rule
- Active or Not
- Service Category
- Assign Work Order (to either an Internal User, Department or External Vendor)
Once you have created a Routing Rule, all Work Order requests entered going forward will be assigned according to your Routing Rule
- Routing rules only get applied when the work order is created, not when it is edited.
When work orders are assigned based on a routing rule, it gets recorded in the History Tab of the Work Order.
If a User is deleted that is Assigned within a Routing Rule, then that Routing Rule will be deactivated as well.