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:
All incidents are assigned to the Default Incident Queue.
As part of your ServiceDesk setup, you should configure routing rules.
The additional ServiceDesk settings that can affect the incident routing are as follows:
The Service Level Agreement (SLA) time frames should be configured in the Process Automation Rules.
The SLA time frame determines when you should escalate an incident. You should configure your SLA time frames. Then you should configure routing rules to determine what the process should do when an incident's SLA status changes.
For example, when an incident's SLA status changes to Warn, you want to send an email to the worker assigned to work the incident. You can set up a routing rule to send out an email notification when an incident's SLA status changes.
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.
Imported Document ID: HOWTO84307
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