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:
- 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
- Location
- 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 (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
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