A key feature of ServiceDesk is its ability to route (assign) and escalate incident tickets to provide efficient and timely incident handling.
Routing rules determine the users or groups that new ServiceDesk incidents are assigned to. The rules also determine how incidents are escalated. ServiceDesk contains predefined routing rules and other settings that are ready to use, but you can customize them to meet your organization's requirements. Most organizations perform some level of customization.
The default routing rules in ServiceDesk assign new incidents based on each incident's priority setting as follows:
The incidents that have a priority setting other than High or Emergency are assigned to the Support I group.
The incidents that have a priority setting of High or Emergency are assigned to the Support II group.
The additional ServiceDesk settings that can affect the incident routing are as follows:
The Service Level Agreement (SLA) time frames and the AllowAutoEscalation option in the Application Properties settings
By default, the automatic escalation is enabled. The SLA time frame determines when an incident is escalated automatically. For example, if an incident that is assigned to the Support I group is not completed within six days, it is escalated to Support II.
The incidents that are escalated automatically are assigned to the Support II group. The incidents that have a priority setting of High or Emergency follow a shorter SLA time frame than the other incidents.
The Follow the Sun option that can be set for individual incidents
An incident is worked in one location and then passed to or picked up by another location when the originating office closes. The incident is then passed from location to location as each one closes, until the incident is resolved.
Customized rules that are created in the Automation Rules interface
Automation Rules interface allows ServiceDesk administrator to create custom rule sets. Every incident is evaluated against existing rule set and if condition(s) are met, the incident is routed accordingly.
Process workers can override the default routing and escalation by reassigning and escalating the tickets manually.
You can customize the routing rules to define more specific criteria for routing and escalating incidents. For example, you can customize the routing rules to assign incidents to a specific group based on the group's location. Another way to customize your incident routing is to combine rules. For example, you can route incidents to a specific group if their priority is High, their category is Server, and their location is Corporate Headquarters.
You can customize the routing rules in Workflow Designer, in the SD.RoutingRules project.
For more information about editing workflow projects, see the Workflow Solution User Guide.
Imported Document ID: HOWTO61355
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