Example of Building on Basic Incident Routing Rules

Rules for routing incidents can be simple, but simple rules can serve as the building blocks for developing more complex rules.

In this example, you add to the rule that routes incidents created outside working hours by customers from a particular organization. (See Example of Routing Incidents by Time Created for the original rule.)

Assume that your organization wants to send a reply email to the customer who submits the incident. The reply should include suggested SmartAssistant responses to the question and list normal working hours. Also assume that you want to set the banner flag to high importance and send the incident to a customer support supervisor who can follow up if necessary to ensure that the customer receives a reply.

The rule will resemble this image.

Note: In the revised rule, the Transition State action must be last for the other actions to be processed. After you have added an action to stop processing rules or transition the state, the Add Action button is no longer available. As a result, you must first delete the existing Transition State and Continue action from the original rule, add the intermediate actions, and then add the Transition State and Continue action.