The Incident Management process lets you configure data mapping routing tables so that you can route incidents by specific classifications or by specific locations. These tables reduce the number of routing rules that you need to create.
For example, you have several classifications that you want routed to specific service queues. You can configure the Routing Table: Classification to contain all the necessary classifications and which service queues to assign them. Then you can create one rule to route incidents by classification. In this rule, you can use the classification Routing Table to route the incidents with those specific classifications to the proper service queues.
You can configure these routing tables in the Process Manager portal. Click Admin > Process Automation, expand Incident Management, and click Service Dashboard. Under Actions: INCIDENT MGMT, click Manage Data Mapping.
The Data Mapping Routing Tables' editing process lets you delete data mapping records from the Impact/Urgency Matrix, Routing Table: Classification, and Routing Table: Location tables after they are used in your automation rules. Deleting a data mapping record that an automation rules relies on to execute, causes the rule to error out.
Video: For more information about configuring the Data Mapping Routing Tables, see ServiceDesk Configuration: Data Mapping and Routing Rules on Symantec Connect.
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