Forms Used to Set Up Routing Information
Form Name |
FormID |
Navigation |
Usage |
---|---|---|---|
Case Provider Group Routing Rules Sequence |
W17506H |
Case Setup (G90CG), Provider Group Revisions On the Work With Provider Groups form, select Routing Sequence from the Form menu. |
Define the order that the system uses to search for a match between the case and routing rules. The system uses a hierarchical search method, from most specific to most general. Record a number in the Sequence Number field and then enter Y in the fields that the system includes in the hierarchical search. |
Case Provider Group Routing Rules Revisions |
W17506G |
On the Work With Provider Groups form, select Routing Rules from the Form menu. |
Set up routing rules to direct cases to the proper provider groups. Specify either a person (assignee) or a provider group and then use any of the other active fields such as Product Model, Product Family, Environment, and so on, to determine the routing rule. |