Routing Rules based on User in a Request Queue | Community
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MattMo3
New Participant
September 5, 2023
Solved

Routing Rules based on User in a Request Queue

  • September 5, 2023
  • 2 replies
  • 1543 views

Hi,

 

Is it possible to route to a specific topic or menu based on the user ID?

 

I have a custom request tool created by someone else and used by our sales team. Each sales person has a set list of accounts and the option of "other". I'd like to edit it so that a unique drop down menu customized to the specific sales person is displayed based on who's making the request.

 

And if the sales person is new, the form goes on to other areas.

 

I'm still a little new and I'm working from a request queue built by someone else so I'm trying to figure things out as I go, thanks for considering my post.

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Best answer by KellieGardner

Routing rules only allow you to specify a user, job role or team and can't be dependent on anything in the form or who submits them.

 

One way to get around this would be to create multiple request queue topics by user and then have it route to that person. 

 

Example: 

  • Person A Request > Routing rule to route to person A
  • Person B Request > Routing rule to route to person B

Other options could involve fusion if you purchased that. 

2 replies

skyehansen
skyehansen
New Participant
September 5, 2023

I'm trying to understand what the unique dropdown menu does.

M
MattMo3Author
New Participant
September 5, 2023

Sorry, I probably didn't explain my intentions well. In a situation where Account Manager A "owns" accounts 1-20, Account Manager B "owns" accounts 21-40, etc... I was hoping there would be a way for the system to recognize the account manager based on their login, and then show them their unique account listing. 

 

It looks like I have to make this a choice... which is fine, I was just looking for ways to simplify the form as much as possible. 

skyehansen
skyehansen
New Participant
September 5, 2023

sure, but I guess the question is: why do they need to see their unique account listing. Is it because they just need to let the receiving team know which account this request is for? Or does the selection of the account drive a particular action or set of actions?

KellieGardner
KellieGardnerAccepted solution
New Participant
September 5, 2023

Routing rules only allow you to specify a user, job role or team and can't be dependent on anything in the form or who submits them.

 

One way to get around this would be to create multiple request queue topics by user and then have it route to that person. 

 

Example: 

  • Person A Request > Routing rule to route to person A
  • Person B Request > Routing rule to route to person B

Other options could involve fusion if you purchased that. 

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