ServiceDesk

I want to create a routing table to route incidents based on Affected Department.  I see how to add and populate the table, but I don't see it when adding new rules in the Incident rulesets.  Is there another step required to "install" the newly added routing table?

Thanks.

Unfortunately the current implementation of ServiceDesk does not allow for the routing of incidents based on departments using a routing table. 

To do this currently you would have to build a custom workflow project that examines the department & set the queue. This would be executed with a send incident to workflow rule.

Hi,

You can accomplish this with send incident to workflow, then in workflow read the config for the custom routing table and assign the incident to the correct value returned by the routing table.

We have done somting simalar for a customer where they wanted to assign a specific Priority based on the classification selected.

I will look for the Article I used to create the workflow and update.