Understanding Incident Routing in Samanage

Document created by Sarah Nielsen Employee on Aug 30, 2017Last modified by Sarah Nielsen Employee on Sep 8, 2017
Version 2Show Document
  • View in full screen mode

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:

  • Sites
  • Departments
  • Categories
  • Subcategories
  • Account Default Assignee
  • Service Catalog Default Assignees
  • Automations


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". 


  1. Once an incident is received via email, the Service Portal or the Samanage application, we automatically determine the requester's Site and/or Department (as defined in Samanage user setup) and associate this Site and/or Department with the incident.

  2. If the incident created is based on a Service Catalog item which has a predefined default assignee, we use the Service Catalog Default Assignee here.

  3. If not, we will then check the Category or Subcategory default assignees of the incident to determine where the incident will be routed to. The Subcategory default assignee will outweigh the Category default assignee. 

  4. If no default assignee is set for the Category or Subcategory then we fall back to the Site default assignee (if defined). If no Site rule is found then we fall back to the Department default assignee (if defined). Remember, the Site and Department are assigned based on the requester's user settings. 

  5. If none are the options above are defined, we fall back to the Account Default Assignee if defined.

  6. If there are Automation Rules defined that apply to this incident, these rules will run from top to bottom (1 to 10) with the latter rules outweighing the previous rules. All automation rules will run after the incident routing funnel, which means they are designed to trump any existing default assignee settings.

  7. If all else fails, the incident will remain unassigned.


That's all folks!

3 people found this helpful