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Routing tickets

Paul Hugg

How do I get tickets that are sent in via email or the portal to route to specific groups? I have three groups, all doing different specific jobs.

I would like to have the user fill out a ticket, put a key word in and have it automatically route to the group it should go to.

Once the ticket is routed to that group, the tech's in that group can grab any open ticket and work on it.

It looks like email sent tickets just create an open incident that then gets manually routed based on the issue.

Accepted answers

All comments

Jack Brickey

Hi @Paul Hugg , welcome to the community.

You could certainly consider this using automation. Unfortunately this will always be reliable since he will be relying on humans consistently entering the right keyword. So basically I'm guessing your automation would look something like this...

trigger - issue created

If/else condition - description contains abc

action - edit issue group = 123

else if description contains xyz

action - edit issue group = 456

else....

Paul Hugg

Thank you @Jack Brickey I'll try this out. Appreciate the response.

Ste Wright

Hi @Paul Hugg

This is certainly possible using Automation - but I would be wary about using key word association. I'd consider using something more substantive - such as...

A custom field to clarify the type of request
Having separate request types you can reference in the Automation rule
...etc

The rule does depend on a couple of other parameters:

How are these groups defined in JSM? Is it an actual user Group? Or a set of parameters that makes up a Queue?
Should the Automation rule auto-assign the tickets to a member of the Group? Or is it just setting another field (eg. the Team field).

But, the rule might look like this...

Trigger: Issue Created
Condition: If/Else Block
- If...
  - Field includes "ABC"
  - Action: Set Team to "Team 1"
- Else-If....
  - Field includes "DEF"
  - Action: Set Team to "Team 2"

If you can give us more specifics around how the routing should work - we'd be happy to try and provide a more specific set of instructions for how to create this rule

Ste

Paul Hugg

@Ste Wright How are the groups defined or set of parameters? I'm not sure what you mean by, sorry.

I can see the groups I created by going to admin/my site/groups. How can I tell if they're linked to JSM first?

I'd like it to run like this:

User goes to portal, enters keywords based on the issue they're having, that gets routed to one of the three groups. AppDev, Infrastructure, Helpdesk. Then the people in those groups would be able to view the queue and grab the next ticket. Not looking for round robin or load balanced, my team is very small., this is the end game. Just need to make sure my bases are set first.

Ste Wright

Hi @Paul Hugg

For this scenario...

User goes to portal, enters keywords into a field
Routed to 1 of 3 groups
Those teams can view the issues in queues

...it should be possible to just have Queues for this.

To set one up:

Go to Queues > Manage Queues
Create a new Queue
Set the JQL - for example, description ~ "AppDev"
Choose the right columns, and press Create
Repeat 2-4 for the other queues

The issues would then route depending on the JQL. Remember though if a user mentions "AppDev" and "Helpdesk" - both teams would see the ticket in their respective queues.

It also relies on users not stating "App Dev" or "Help Desk" - or misspelling them, etc.

If you want it to be more static - i.e it's either AppDev OR Infrastructure, not both - then I wouldn't use keywords.

I'd look to use...

Separate Request Types
A field, to identify key issue
...etc

These could then be used in the Queue JQL instead!

Thus Automation isn't necessarily needed here, unless you wanted to send an email or comment alerting a team of a new ticket - for example...

Trigger: Issue Created
Condition: If/Else Block
- If...
  - Issue Field Condition - Description contains AppDev
  - Action: Send Email or Comment on Issue
- Else If...
  - Issue Field Condition - Description contains Helpdesk
  - Action: Send Email or Comment on Issue
- ...etc

In the action's text body, you could then confirm there is a new ticket in their queue - and use smart values to name/alert the Group, link to the ticket if it's an email, etc.

Let us know if this helps, or if you need any more specific help with any steps!

Ste

Paul Hugg

@Ste Wright Awesome! Thank you for this amount of information!. I'll give this a shot. I appreciate the help!

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