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Endpoint Management Community Blog

Re-routing Incidents using an Incident Rule

Created: 26 Jun 2009 • Updated: 26 Jun 2009's picture
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Sometimes there is a need to reroute an existing incident when certain criteria are met.

For example:

An incident is created that multiple agents will have to work in a specific order.  A good example is a new employee who needs access to multiple systems.  Perhaps some approval is needed before work can begin.  An incident rule can force the rerouting of the ticket when the approval is granted.  Using an incident rule  (based off of business logic)  you can detect when the first  step of the process has been completed and then re-reroute the incident to the next worker/queue.

Simply create an incident rule that will change the assigned worker id to 0 when your criteria is met.  Changing the assigned worker id to 0 will force altiris to reroute the incident.  Based off your business logic you can have a routing rule that will find the correct worker/queue to reroute the incident.

NOTE: I am not familiar with all the Symantec software solutions,  but I would imagine you can do this in another software solution Symantec provides. This example is great for organizations that are only using the helpdesk solution.