HP Altris eXpress Helpdesk Solution 5.6 SP1 manual To Create a New Routing Rule

Chapter 7: Administration Routing Rules

New Routing Rule

To Create a New Routing Rule

1Click Admin > Routing rules > New routing rule.

2Enter a name for the New routing rule in the Name text box.

3Enter description of what the rule is for, in the Comment text box.

4Click the drop-down arrow and select a worker or queue for the new Route to assignment.

5Clear the check box if the routing rule should apply to all work items; otherwise, the rule will apply to only unassigned work items.

Note When the routing rule runs, it will evaluate this criteria first, before evaluating the other criteria based on the drop-down list option in step 6 on page 109. If the rule’s criteria evaluates to true, the assignment will change. This means that workers who explicitly assign the work item, might be surprised or confused when this rule changes their assignment.

6Click the drop-down arrow and select on of the options:

•All of these criteria are true

•Any of these criteria are true

7Click the drop-down arrow next to Add, and then select a criteria type from the list.

8Click Add.

The page will display options to enter criterion parameters. The layout varies depending on the criterion selected.

9Select the check box if The value of the field changes.

Altiris Helpdesk Solution User Guide 109