ServiceDesk

Hi All,

I was hoping to use routing rules to reassing incidents to a specific group depending on the classification being set initially.

This would help me out a great deal, creating the new grou was easy, and I have no problem with creating rules for other settings.

I think the problem is the routing rule can only look at the top level options, I want to route based on a classification thats 3 levels deep, is this possible.

Thanks for any help

Phil

A quick poke on this one to see if anyone can help ?

Route based on Classification here:

Admin -> Automation Rules -> [Initial Routing | Reclassification Routing] -> Add Rule

You would use something like:

Incident Classification -> Is Specific Classification -> [Root Classification[.Sub 1[.Sub 2[.Sub 3[.etc]]]]]

Then choose your action appropriately.  You can choose to Continue which would allow running more rules on the same classification or Stop to terminate at this point.  Just like firewall rules, order in these lists counts.

For a sub classification specifically what do you enter in the add condition text box? For example to enter "Desktop . Email" what do we enter in the box circled below?

In the example I listed previously enter the classification in the form Level1.Level2.Level3.etc. That is level 1 period, '.', level 2 period, '.', level 3 etc. So my example should be entered 'Desktop.Email'.

My confusion was from the merged classification text from the incident where the delimiter is space, period, space ' . ' Rather than just the period.

desktop.hard drive no spaces between the classifications as noted above.

it is not in the documentation and Altiris help did not know this. It is not posted anywhere either. Really aggravating on this issue