This article will teach you how to automatically route service requests by work categories to designated staff users or pools.
Note: Prior to defining service request routing, the work categories, work shifts, and staff user pools must first be set up. See the articles Defining Service Request Work Categories, Setting Up & Managing Work Shifts, and Setting Up & Managing Staff User Pools for assistance.
- From the Property & Facility menu, click Settings.
- From the Settings page, navigate to the Service Requests section and click Routing.
- From the Work Routing page, ensure the applicable property is selected in the upper-right corner of the page.
- For each Work Category, click the drop-down list under each created shift to select the users or staff pools who will receive the service request.
- If applicable, navigate to the Copy on All field, click within the textbox, and enter the email addresses for those whom you desire to receive a copy of every service request regardless of work category or if they are part of the routing, and then click the Save button.
- Note: Separate multiple email addresses with a semicolon and ensure there are no trailing spaces (i.e. user1@email.com;user2@email.com). Also, the email addresses must belong to users who have already been entered in WorkSpace.
- Note: Users that are included in the Copy on All field will receive emails for escalation notifications of service requests.
- The service requests have now been routed.