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Routing Rules


J_Tamburrini
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Guys,

Please can we get some help to get out head around routing rules

 

we have the following rules in place :

image.thumb.png.4a3d6f56022e0cebd8303ba9454bc526.png

 

the ones we are talking about are the starters- leavers and COD

 

Starters rule expressions 

 

fromDomain = "@ourdomain.co.uk"
toAddress = "ITUserAdmin@ourdomain.co.uk"
subject LIKE '%New Starter%'

 

the templates are setup so send the new ticket to the specified admin team,

however these fall into our main stack.

please confirm the best way to capture the subject lines.

 

image.png.5564177e948e904cd783bbf5fd9ebe94.png

 

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24 minutes ago, J_Tamburrini said:

the ones we are talking about are the starters- leavers and COD

@J_Tamburrini ...er.. where or what is COD? :) 

24 minutes ago, J_Tamburrini said:

however these fall into our main stack.

Assuming the "main stack" is a team, I suspect the process associated to these request are assigning it to the "main stack" effectively overwriting the assignment done by the routing template... ? If the "main stack" is a mailbox folder (e.g. Inbox) then it could be due to the expression:

24 minutes ago, J_Tamburrini said:

fromDomain = "@ourdomain.co.uk"
toAddress = "ITUserAdmin@ourdomain.co.uk"
subject LIKE '%New Starter%'

This should be either:

fromDomain = "@ourdomain.co.uk" OR toAddress = "ITUserAdmin@ourdomain.co.uk" OR subject LIKE '%New Starter%'

If any of the criteria can match.

fromDomain = "@ourdomain.co.uk" AND toAddress = "ITUserAdmin@ourdomain.co.uk" AND subject LIKE '%New Starter%'

If all criteria must match.

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3 minutes ago, J_Tamburrini said:

its strange as this was working fine

Hmm... You sure? ... It could be that they matched the first criterion  only (fromDomain = "@ourdomain.co.uk") which would have made it look like it works...

The expression in the routing rules is an SQL expression. It means that using multiple criterions requires logical operators (AND/OR). Putting them one beneath the other won't work... most likely the routing rule will only look at the first line...

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