ServiceDesk

Hi,

Whilst i think this is a brilliant move by Symantec to bring the Routing Rules into the Application rather than having to rely purely on customising Workflow, i really do think it would be that much better if, when designing the Routing Rules there was a final option to 'Send Email'.

I enjoy the rule sets and i think this works well, but for Escallations we generally want to be able to Send an email to someone specific or a group.

What are the chances of getting something like this added before the final release, and if not, how would you then go about customising it so you could add Send Email options?

Thanks  Steve

So routing is no longer a externally called Workflow like in 7.x? that's too bad as i was hoping the 'new' way of doing it would still be external, since there is no way ill be upgrading to 7.1 due to the complexity.

If it had remained external and called via webservcices it would not be too hard to incorporate the changes. :(

I could call and get access to the beta, but honestly don't have the time to give it an adequate test, I'm way too tied up with moving forward with what we have now, and preparing for phase II of our project.

The SD.RoutingRules projects still seems to be there and i would think still applies, but there is now an option to customise Escallations and Routing from within the Application.

The value we get from having workflow is massive, but due to the variances you can get, once customised, is making it difficult for Symantec to Support. Its the main reason why i think there should a mix-mode, where common customisations such as Routing and SLA's should be brought into the Application but yet still allow the option of using Worklfow if prefered.

From what I understand with 7.1 is the routing rules are now builtin but still generate the ususal reassigning emails, so if the routing rules reassign a case to a group/person, it will send the email. but I haven't had a look at the beta yet to verify.