Category and location based routing of incident

[Kaustubh k]

Hi All,

We have Category, Sub 1 and Sub 2 on incident form. Also we have a custom table were category,sub1,sub2 and assignment group mapping is stored. Like: <Assignment group>, <Category>, <Sub1>, <Sub2>.

we have implemented a custom field called Service on incident form which refers to category table and post selection, all the related field values like Categort,sub1 ,sub2 and Assignment group sets up.

**Service field holds the category value in it.

There is client script on change of Service,  reference is set to the category table and sets values for the above field on incident form(Category,sub1 ,sub2 and AG).

We have a customized requirement were customer is asking for some categories(not all)  have to perform location based transfer and location refers to caller of the incident.

Could anyone help with review on the requirement and suggest, it will be highly appreciable .

Regards

Karan

[Ratnakar7]

Hi @Kaustubh k ,

Here are some steps you can take to achieve this:

1. Add a new field on the Incident table to store the location of the caller. You can either use the built-in "Caller Location" field or create a new field if necessary.

2. Update the client script on the "Service" field to include a check for the specific categories that require location-based routing. If the selected category requires location-based routing, then retrieve the caller's location and use it to determine the appropriate assignment group.

3. Create a new script include that contains a function to determine the appropriate assignment group based on the caller's location and the category/subcategory of the incident. This function can query your custom table to find the appropriate assignment group mapping.

4. Modify the "Assignment Group" field on the incident form to use the new script include and the function you created in step 3 to determine the appropriate assignment group.

Thanks,

Ratnakar