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Automating re-routing using Incident Rule

Updated: 21 May 2010 | 10 comments
gpglang's picture
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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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mccarthy.cw's picture
26
Jun
2009
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So, you want to dynamically

So, you want to dynamically re-route tickets?

gpglang's picture
26
Jun
2009
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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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mccarthy.cw's picture
26
Jun
2009
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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. 

PeeGee's picture
26
Jun
2009
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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.

mccarthy.cw's picture
26
Jun
2009
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 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.

mccarthy.cw's picture
26
Jun
2009
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 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.

gpglang's picture
26
Jun
2009
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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...
imagebrowser image

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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mccarthy.cw's picture
26
Jun
2009
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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.

gpglang's picture
29
Jun
2009
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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

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mccarthy.cw's picture
26
Jun
2009
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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.