Create and Manage Auto Routes

As an administrator, you can define auto routes to configure the application to route tickets to designated support groups automatically. An auto route is based on the matching condition and the information in the ticket fields. The auto routes increase the overall performance as the tickets are not queued for manual assignments.

Note: The information in this section is only applicable to existing users that have migrated to the Bamboo version of Serviceaide Intelligent Service Management and are using Auto Routes. For new users of Intelligent Service Management, please see Process Workflow Designer.

Configure the auto routes to:

• Automatically assign the ticket to a support group based on the matching conditions.
• Dynamically change the value of the ticket fields.
• Notify the users with a selected communication template.
• Define the schedule for the auto route and attach a holiday list.

For example, you can configure an auto route to assign the tickets that are created from the New York location to the NYS support group. You can otherwise configure an auto route to assign high priority tickets to the SWAT support group.

Considerations

To configure an auto route, consider the following points:

• Unless you configure auto routes, all the tickets are assigned to a default support group.
  
• The application of an auto route to a ticket is dependent upon the matching conditions that are defined in the auto route.
• You can reapply auto route to a ticket in your queue.
• Modifications to an auto route are applied to existing tickets too, if the Reapply Auto Routes option is enabled.

• When the ticket satisfies matching condition of multiple auto routes, the auto route with the lowest Sort Order value gets applied to the ticket. Set a high sort order for an auto route with no matching conditions so that the auto routes with matching conditions are given preference. The order of the matching condition indicates the sequence in which the application checks the matching condition, while matching a ticket with the auto routes and action-options. You can change the order without affecting the result of the execution of the action. If you do not specify an order for a matching condition, the order 0 gets applied to it.

• An auto route can be related to only one ticket type.
• If a matching condition is not specified, the auto route is applied to all tickets of the selected ticket type.
• Specify multiple values for a field that does not enforce single value from a value list. Separate multiple values by using "|" symbol. The application treats "|" as logical OR. For example, A|B is treated as A or B.
• Use a blank matching condition value field for creating a condition with a NULL value.
• Use the special character % in the matching condition value fields for a LIKE condition.
• Link two or more INCLUDE SQL statements with an OR operator. For example, XXX=a OR YYY=b OR ZZZ=C.
• Link two or more EXCLUDE SQL statements with an AND operator. For example, XXX=A AND YYY=b AND ZZZ=C.
• Two or more conditions also get linked with an AND Operator when one statement is INCLUDE statement and another statement is EXCLUDE Statement.
• The manual actions that the analysts take precede the auto route action. If the agent assigns ticket using available workflow actions before saving the ticket, the auto route is not applied on the ticket.

Prerequisites

Verify the following prerequisites:

• If you want to associate an auto route with a location, verify that the organization, site, and location hierarchy is configured.
• If you want the auto route to assign values to some of the ticket fields, verify that the custom fields exist.
• If you intend to send a notification when an auto route is applied to a ticket, verify that the communication templates are configured.
• If you want to associate a holiday list with the auto route, verify that the holiday list exists. The auto route redirects tickets to a support group only during the business hours.
• If you want the auto route to execute an automatic workflow action, verify that the workflow actions are configured.

Create and Configure Auto Routes

You can create and configure multiple auto routes, each with different matching condition.

Follow these steps:

1. Create Auto Route: Navigate to MANAGE, Tools, Auto Routes, and then click Create New.
2. Fill in the fields and click Apply Changes.
   Note: You can also select an automatic workflow action to apply on the ticket when the auto route is applied. The Start Date and End Date controls the applicability duration of the auto route. If you do not specify the start and end dates, the auto route gets applied to the tickets continuously from the time it is configured. The auto route is continuously applied to the ticket until it is active or modified.
3. Create the Matching Conditions: Construct the matching condition by providing values in the fields and click Apply Changes. For example, you can create an auto route for high priority and high urgency tickets for a particular organization. Select the Organization, Priority, and Urgency values. 
   Note: The application applies a logical AND to the selected conditions and constructs a matching condition. You can include or exclude a condition by using the Match Type list.
4. Set Fields: Click the Set Fields tab, click Add, and specify the value for the added field. The application assigns the specified values to the ticket fields when the auto route is applied. 
   Note: You can select standard and custom fields for setting values.
5. Relate Communication Template: Click the Communications tab and then click Add Template to relate the Communication Templates . Associate multiple communication templates with an auto route, and send multiple notifications when auto route is applied to a ticket.
6. Create a Schedule: Click the Time tab and select the time, time zone, and the business days. You can also associate a holiday list to an auto route. If no details are configured in the Time tab of the auto route, no schedule gets associated with auto route. The schedule of the auto route controls when the auto route is applied. By default, an auto route is applicable 24x7. Hence, if no schedule is configured, the auto route gets applied round the clock.
7. Click Apply Changes .

Enable the Reapply Auto Routes Option

You can enable analysts to reapply auto routes on a ticket.

Follow these steps:

1. Navigate to MANAGE, Tools, and then click Workflow Actions.
2. Filter the list by ticket types.
   
3. Select the workflow action that is named Reapply Auto Route from the list.
4. Enable the Special Function that is named Reapply Auto Routes and specify a name for this action. The name that is specified here is displayed in the Actions menu of tickets.
   

Every ticket type has its own special function that is named Reapply Auto Routes. A workflow action which uses the special function Reapply Auto Routes, cannot be set as an automatic workflow action in any auto route.

Trigger Automation Workflow Action

An automation workflow action can be triggered using Autoroute with Workflow Action in the Process Workflow without any user intervention in ISM. 

Follow these steps to use automation action in a new process flow.:

1. Navigate to Manage, Tools, and then click Process Workflows.
2. Click New Process flow.
3. Specify the details in Entry Criteria such as the Matching Condition.
4. Select Autoroute with Workflow Action from the Type list.
5. Click Save Step. 
6. Click the Automation Action box in the Process Designer. The Select Step Type box will appear as shown below.
   
   
7. Select Automation Action in the Select Step Type window.
8. Select the required automation workflow action from the Workflow list on the Define tab, in the Automation Action window on the right.
9. Map the mandatory fields on the Map tab in the Automation Action window.
10. Click Save Step, and then Save.
    When you create a ticket, based on the matching conditions specified in the Process Workflow using the Autoroute with Workflow Action option, the specific automation action will be executed. To verify whether the action is executed or not, you can check the Activity History in the ticket as shown below.:
    

Edit Existing Workflow to trigger Workflow Action

To use the Automation Action in an existing process flow, follow these steps.:

1. Navigate to Process Workflows.

2. Select the required workflow and click Checkout for Editing in case it is an existing Automation workflow action which you want to edit. Else, click Edit in New tab or Edit in New Window.
   

   Note

   • To edit an existing workflow action, click Add Step and select Automation Action.
   • To edit an existing automation workflow action, select the text box in the Process Designer and then select the required automation action from the Workflow list in the Automation Action window on the right.