Wondering how Incident Routing works in Samanage? Let's get some answers for you.
What is Incident Routing?
Incident Routing is beneficial to your Service Desk because it allows automatic assignment of the incidents that are sent to Samanage. This automatic assignment saves you time and ensures that your incidents are visible to the correct Service Agents.
Samanage supports the automatic routing of incidents based on several conditions that can be set up within the Setup menu of the application. We're going to take a look through the various way you can route an incident to the desired assignee within Samanage. We will also touch on how this hierarchy of automatic routing will function.
The functionality within Samanage will allow you to route tickets based on the following settings:
- Account Default Assignee
- Service Catalog Default Assignees
Setting Up Incident Routing
Account Default Assignee
A Default Assignee can be selected for all new incidents coming into the system. This setting will be over-ridden by any additional default assignees set up within the system, but may be useful for un-categorized email tickets. This setting can be found under Setup > Categories.
Site or Department
To set up Incident Routing based on Sites or Departments, head on over to Setup > Organization. You will be able to select a default assignee for your sites and departments when creating a new site or department. You can also select a default assignee when editing existing records.
Category or Subcategory
To set up Incident Routing based on Categories or Subcategories, visit the Setup > Categories menu. You can select a default assignee for each Category or Subcategory by clicking the edit pencil and selecting from the dropdown list.
Service Catalog Default Assignee
A Default Assignee can be selected for each Service Catalog item created. This can be selected when creating or editing each item.
Reassign To: via Automations
You have the option to set up Incident Routing via Automations. The Automations feature in Samanage allows you to route incidents automatically based on multiple condition sets. These conditions include Site, Department, Category, Subcategory, Requester, Priority, Keyword or any Custom Fields that have been created for your incidents. The benefit to Automations is that you can route incidents based on multiple conditions instead of just one condition. For more information on automations, please refer to this article regarding Creating Custom Automations.
Multiple Assignment Routing Funnel
So what happens when we have multiple incident routing settings that apply to one individual incident? Once your settings are defined in Samanage, the tickets will flow through an assignment "funnel".
That's all folks!