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Service Manager Routing Rules


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Might be worth looking at @Victor's FAQ post as a starting point.


Also if you expand the 'Rule Expression Syntax' and 'Special Functions' headings in the Wiki they give some additional information.


Here is an example from our system, the key thing to note is that routing rules apply to all mailboxes, so if you have multiple mailboxes worth putting the mailbox criteria. Also note we use a longer reference format, IDXIN00000000, so I would suspect the reference format would be different for you.





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