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GregoryLa
New Participant
April 18, 2023
Solved

Priority Routing

  • April 18, 2023
  • 2 replies
  • 1067 views

Is is possibile to create routing rules based on the Issue priority (normal,urgent, etc.)? I've searched through the Community and have not seen this question or an anwer in quite some time. TIA!

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Best answer by Madalyn_Destafney

I don't believe so, a routing rule is for a team or a specific person. However, you could do this in a different way by having queue topics for each priority and based on which is selected, it goes to that specific person or team. For example:

- Support Ticket request queue
- On clicking this queue option, have queue topic with same custom form attached to each for Low/Medium/High priority. 
- Based on priority/queue topic selected, you have a routing rule for the specific person for this priority.

If you found this helpful, please mark correct to help others : )

2 replies

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GregoryLaAuthor
New Participant
April 18, 2023

Thank you. I'm going to work on this and see what I come up. 

    Madalyn_Destafney
    Madalyn_Destafney
    New Participant
    April 18, 2023

    If you go this route, it's essentially just asking priority in the form of a queue topic instead of a custom form field, so if you ask this in your field, remove this field since it would now be redundant when the user is already selecting priority via queue topic.

    If this helps you, please mark initial response correct to help others : )

    If this helped you, please mark correct to help others : )
    Madalyn_Destafney
    Madalyn_DestafneyAccepted solution
    New Participant
    April 18, 2023

    I don't believe so, a routing rule is for a team or a specific person. However, you could do this in a different way by having queue topics for each priority and based on which is selected, it goes to that specific person or team. For example:

    - Support Ticket request queue
    - On clicking this queue option, have queue topic with same custom form attached to each for Low/Medium/High priority. 
    - Based on priority/queue topic selected, you have a routing rule for the specific person for this priority.

    If you found this helpful, please mark correct to help others : )

    If this helped you, please mark correct to help others : )
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