Location based Incident Routing- how assignment rule works?

[sowmyab]

Hi,

Location based Incident Routing- to achieve this i used System Policy -> Rules -> Assignment

i created Assignment Rule in incident form- when ever user or caller -location is   " India" or "US" - particular group need to set for that incident.

But this is not working , if any one knows please let me know how to set group based on the caller location?

Thanks,

[shloke04]

Hi,

You can achieve this through Assignment Rule as explained below:

You need to Navigate to "Applies To" tab and in the condition Row select Show Related Fields and dot walk in like "Caller-->User Fields then Location-->Location Fields and then select the country based on which you want the ticket to be routed to as shown below:

E.g. For Abel Tuter the country is "Brasil" as shown below and IF we create an incident caller as "Abel Tuter", the above routing works as shown below:

Hope this helps. Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[sowmyab]

Thank You.

I tried the same way but still its not working.

Please check my screenshot and Please help me out if any thing i missed.

Thanks,

[anurag92]

Is   Location = India, or Location contains India?

[shloke04]

Hi,

Check for the country field on the user table what value it contains for the user you want the routing to take place.

Based on the value dot walk a step further in the assignment rules as mention in my above post to get this routing working.

If your location field only contains the country name then give the condition as "contains" India instead of using "is" India.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke