Ticket Routing demystified

[Heiko Bllr]

A ticket is something I used many many years ago when riding a train, I gave it to the conductor and if everything was right eventually he punched a hole in it.

Fast forward to the 21st century....

In my current CSM project my colleagues have been discussing this endless times with our client in order to understand who can submit a case under this and and that circumstances and which (mailbox!!) assignment group will be used after the submit button was hit (their current tool is BMC Remedy).

When I saw the results of the workshops, nicely put into a lot of spreadsheets with very detailed information, I was scratching my head. What was actually being discussed and documented were three different things (and currently I am sorting it out with the support of my team):

1. Who is allowed to submit a case?
2. Inside the record producer, which combination of the 10..30 variables do not allow to submit a case?
3. What is the assignment group to be used once the case has been submitted?

If you think about this for a minute, 1) is User Criteria 2) is Client Scripting (which I always recommend to avoid as much as possible but this time, it is what it is) and 3) we can do either with Assignment Rules or Data Lookups as far as I know.

1) In order to create proper User Criteria, you need to understand the master data including the attributes (types of users, types of accounts) of your client and then it will not be so difficult at all to configure them properly.

3) I decided for data lookups to do the routing. I wanted to avoid scripting, because this would then be almost a black box for my client and hard to understand. 

In order create a proper data lookup table and logic, you need to have all required attributes on the case table. This is actually how it works in other areas of the ServiceNow platform -> Use clean data and filtering instead of complicated scripts no one understands except you while you are writing it.

Once this has been configured, everything should work rather smoothly.

What challenges have you been facing regarding this topic?

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