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01-09-2018 02:04 PM
Greetings-
I'm new to the ServiceNow routing tickets based upon certain criteria (keywords, Ui actions, business rules, workflows). I know how to route the tickets manually but want to automate this process. What is the best way to route a ServiceNow ticket to the correct team? Here is a use case- user places a ServiceNow incident because they cannot access SystemA. The ticket would present a KB article and if the user still cannot access SystemA, the ticket gets routed to the SysAdmin team and not to the PhoneAdmin team. Would UI actions, business rules, or a workflow be preferred? Is there a resource/template that you can point me too? Thanks in advance.
Solved! Go to Solution.
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01-09-2018 07:54 PM
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01-10-2018 09:42 AM
Thanks for you help.