Automating re-routing using Incident Rule
Updated: 21 May 2010 | 10 comments
This issue has been solved. See solution.
I have looked with several of the key words. I know I have seen it somewhere, but now I am calling the troopers.
I need to re-start routing of an incident after a status change.
So starting the Incident Rule is working... the commands in that rule are not.
It had something to do with setting the value AUTO (number) to workitem_assigned_to_worker_id, but that does not work.
--[auto]-- also did not work.
When manually set the assigned worker to --[auto]-- does work; re-routed to the queue I'd defined.
Can anybody help me from this anoying queste?
Guido
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So, you want to dynamically
So, you want to dynamically re-route tickets?
Yes...
When Status changes and has value "Approved"
It has to re-route based on the category so it will gets attention it needs
I have a memory reading something about this by setting AUTO to something...
Manualy that works perfect. Gets re-routed like I want it to
But how to automate the manual proces:
- Incident in edit-mode
- pull-down "assigned"
- select --[auto]--
- save
Guido
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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If you have a table (or will
If you have a table (or will be creating one) that has a lookup for which queue/worker to route the ticket to depending on which category is selected, you can use the advanced assignment option of set properties to create a query which dynamically pulls the queue/worker.
You need to use a Routing
You need to use a Routing Rule instead of an Incident Rule.
In Routing Rules there is the checkbox "Only if not assigned" (or other way around like "Is assigned", don't have a system infront of me to check this right now.)
--> Use this one and your rule should be working, if you select "Auto" in the edit screen.
Yeah. Use a routing rule to
Yeah. Use a routing rule to detect when the status changes and equals approved. Then just set the assigned_to_worker_id = auto. It will then reroute the ticket.
Although , now that I am
Although , now that I am thinking about it, you should be able to set the assigned_to_worker_id = [auto] when the status changes and is equal to approved and it will route the ticket based on your routing rules.
Routing rules are set
Routing rules are set correctly, as it does work when I assign --[auto]-- manually...
So, I do need the incident rule. Mine is set as follows, and it does run but I do not get the result I want...

I even have tried '11' to bypass routing. Also have tried --[auto]-- and 'auto' and ...
El desperato.. what am i doing wrong?
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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Well for one, you have
Well for one, you have spelled assigned wrong
Set "workitem_assiged_to_worker_id" to "[auto]"
Second, try using "Assigned worker", not "workitem_assigned_to_worker_id"
EDIT:
Actually if you correct the spelling mistake it should say Assigned Worker when viewing the rule.
Feeling kind of stupid here..
..and i am such a person always saying "double check your foreign language!"..
Feeling kind of stupid here..
Sorry, Thx!
ps: works...
Guido Langendorff
Arrow ECS Netherlands
Netherlands
Select "Mark as Solution" when it has resolved your problem.
Give a "Thumps up" when you like the comment or "Thumps down" when n
SOLUTION
So messing around a bit I used an internet explorer plugin called debug bar to figure out what the actual value of the dropdown option for auto was. It turned out to be 0. I tested out setting the Assigned Worker ID to 0 in the Incident Rule and what do you know it rerouted the incident from the default user (Helpdesk) to me (I setup a routing rule to route all tickets with status = open to me in our test system).
So
To reroute an incident using an incident rule, simply created an incident rule that sets the Assigned Worker Id = 0.
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