Configuring message routing rules form

  1. Select Maintenance > Messaging > Message Routing Rules.
  2. Click Create New Entry.
  3. Specify this information:
    Rule Name
    Specify the name of the rule.
    Rule Description
    Provide a description of the rule.
    Rule Priority
    Specify the order in which the rule is evaluated relative to other message routing rules. By default, the value is 0.
    Rules with lower priority values are evaluated first, while rules with more specific criteria take precedence over broader rules.
  4. Click Save.
  5. In the Message Routing Rule Functional Groups section, click the new row icon.
    1. Select a functional group to which the message routing rule applies.
    2. Add multiple functional groups to the rule as required.
    3. Click Save.
  6. In the Message Routing Recipients section, click the new row icon.
    1. Specify this information:
      Recipient Order
      Specify the recipient's order in the escalation chain. Messages are routed to the recipient with the lowest order number first.
      Time to Act
      Specify the amount of time allowed for the recipient to respond before the message is escalated to the next recipient in the escalation chain.
      For the last recipient in the escalation chain, leave this field blank to indicate the end of the escalation chain.
      Unit of Time
      Select the unit used for the value specified in the Time to Act field.
      Role
      Click the database lookup and select one or more roles that receive the message at this level of the escalation chain.
      Note: To define an escalation chain, add multiple recipients and assign a unique recipient order to each one. For example, a request can be routed to a Supervisor with 24 hours to act, escalated to a Manager after 48 hours, and then escalated to an HR Administrator after 72 hours. If a recipient does not respond within the specified time in the Time to Act field, the message is escalated to the next recipient in the chain.
    2. Add multiple routing recipients as required.
    3. Click Save.
  7. In the Message Routing Rule Employees section, click the new row icon.
    1. In the Employee field, click the database lookup and select the employee who can trigger the message routing rule.
    2. Add multiple employees as required.
    3. Click Save.
  8. In the Message Routing Rule Teams section, click the new row icon.
    1. In the Team field, click the database lookup and select the team whose members' messages are routed by the rule
    2. Add multiple teams as required.
    3. Click Save.
  9. In the Message Routing Rule Jobs section, click the new row icon.
    1. In the Job field, click the database lookup and select the job whose assigned employees' messages are routed by the rule.
    2. Add multiple jobs as required.
    3. Click Save.