Routing Rule Templates

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Introduction The Routing Rule Templates provide a way to define default settings for requests that are automatically raised from emails using the Routing Rules.

Related Articles Email Routing Rules

Template Options

• Name
• Description
• Request Type
• Service
• Catalog Item
• Team
• Priority
• Assets

Routing Rule Operations

Service Manager provides a number of Routing Rule Operations that can be selected when configuring the system Email Routing Rules.

• raiseNewRequest

This operation must be used if you wish to use the Routing Rule Templates. When this operation is selected an option is made available select the Routing Rule Template that you wish to use when that Email Routing Rule is met.

• logOrUpdateIncident

This operation does not use Routing Rule templates. This uses the default application settings to set the requests' initial settings

• logOrUpdateRequest

This operation does not use Routing Rule templates. This uses the default application settings to set the requests' initial settings