Routing Rules

Assign Work Orders based on customized rules

*NOTE:  Before adding and using Routing Rules, you need to turn off the following setting (highlighted below):

Otherwise, 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

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To begin using Routing Rules, go to the left navigation bar>Settings>Advanced>Routing Rules

Once you are in Routing Rules, you can do the following:

1. Create a Rule
2. Edit an existing Rule
3. Delete a Rule
4. Activate or Deactivate an existing Rule
5. Sort Rules

When creating a Rule, the following criteria can be entered for a Routing Rule:

1. Name of Routing Rule
2. Active or Not
3. Location
4. Service Category
5. 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 (NOTE: Routing rules only get applied when the work order is created, not when it is edited.)

This is also recorded in the History Tab of these Work Orders

If a User is deleted that is Assigned within a Routing Rule, then that Routing Rule will be deactivated