Good morning everyone.
We currently use the Routing Table:Classification found under Manage Data Mapping, to assign tickets to queues. Using the Key1 value, here is what we are attempting to do:
We will be creating categories starting with a site location: For example Campus 1, Campus 2, Campus 3, etc
Under each campus there will also be a Network Support Category.
For Campus 1->Network Support we want it to fall into a que for that campus
For Campus 2->Network Support we want it to fall into a separate que for that campus.
To add to this is there a way to make an exception:
Campus 2->Network Support->Wireless fall into the que for Campus 1?
I know this is a strange setup, but unfortunately, this is how our organization is set up.
I read somewhere to separate the values with a "." but not sure if this works with the data mapping or within the ruleset for OnIncidentReceived.
Any help or guidance would be appreciated.
Thanks