Rules Routing

SysAid Product Manager


Service Desk



Routing rules allow SysAid to automatically assign service records to administrators or admin groups without you having to even look at them. This is useful in cases where you know in advance who will work on a specific service record.


Routing can be based on:

Agreement (SLA/SLM module only): This is the request user's SLA.

Company: This is the company the request user of the service record belongs to.

User group: This is the user group the request user of the service record belongs to.

Category: This is the category of the service record.


You can route to administrators and/or administrator groups.


Note: Under Settings > Service Desk > General, there is an option to Reroute Service Records, based on routing rules, when the details of the request change. If this option is checked, then any time either the category or request user of a service record changes, routing rules will be applied again.



Creating and editing routing rules


To create a new routing rule:

  1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
  2. Select the trigger for the rule (refer to list above for your choices).
  3. Select the desired administrator and/or administrator group.
  4. Click Add at the end of the row.


To modify a rule:

1. Click the modify icon . The line you are modifying will become active allowing you to make changes, and the icons will change to Save and Cancel.

2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.


To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.


Order in which routing rules are applied


Routing rules are applied in the order they appear in this list, from bottom to top. A service record is only routed once, meaning that if two different routing rules in the list could apply, the one further down the list is used and the one further up the list is ignored.


Routing rules appear in this list alphabetically, and are sorted first by Agreement, then by Company, then by User Group, and finally by Category.

This message was edited 1 time. Last update was at May. 26, 2010 08:08 AM

Hello everyone..
I've encountered in a bizarre problem in a customer's SysAid. Eventually, I found out that routing rules were in a wrong order.
So, in what order are routing rules applied?

The typical service desk has many different routing rules. Some of these rules are general, and some are very specific. After you've finished creating all of your routing rules, you might realize that some of the rules contradict each other, i.e. that the same service request would be assigned to two or more different admins or admin groups based upon different routing rules. The question is, which of these routing rules has precedence? To whom will the service request be assigned?

The answer is simple. Routing rules are applied in order from top to bottom.

Example of properly configured routing rules
(See screenshot below)

Let's say that we have the four routing rules as seen in "Routing rules correct" attachment.

SysAid will assign new service requests as follows:
1. All service requests are assigned to David Lee in the Admins admin group.
2. All Network Equipment service requests are reassigned from David Lee to Adam Racer.
3. All Network Equipment, Firewall service requests are reassigned from Adam Racer to Eyal Zargari.
4. All Network Equipment, Firewall, Error service requests are reassigned from Eyal Zargari to Ori Sharon.

In the end the four administrators are left with the following service requests:
Ori Sharon: All service requests in Network Equipment, Firewall, Error.
Eyal Zargari: All service requests in Network Equipment, Firewall, all third level categories excluding the Error third level category.
Adam Racer: All service requests in Network Equipment, all subcategories excluding the Firewall subcategory.
David Lee: All service requests in the helpdesk, excluding those in the Network Equipment category.

Example of problematic routing rules
(See screenshot below)

What about the following situation? As you'll can see in the "Routing rules, incorrect", the result is clearly not what was intended.

In this case, the following happens:
1. All Network Equipment service requests are assigned to Adam Racer.
2. All service requests are assigned to David Lee, including Network equipment service requests that had been assigned to Adam Racer by the first routing rule.

In the end, the two administrators are left with the following service requests:
Adam Racer: None! All of his service requests were reassigned by the second routing rule. This is clearly not the desired outcome.
David Lee: All service requests on the helpdesk, including those intended for Adam Racer.

Ensuring that your routing rules work as you intend

As you've seen, the order of your routing rules is very important. After you've finished configuring your routing rules, please read them from top to bottom and ensure that no service requests are being reassigned from the intended administrators. Also, if you add new routing rules, it's very important to make sure that you put them in the right place. If you need to add a very general routing rule, make sure to add it at the top by using the edit function.

Tip: SysAid does not currently have buttons to move routing rules up or down. If you need to reorder your routing rules without deleting them, you can do so by using the edit button. Any time you edit a routing rule and then save it (even if no changes are made), the routing rule will move to the very bottom of the list. In this way, you can move around your routing rules to achieve the correct order.

You can reply to this post with any further questions about routing rules.

This message was edited 2 times. Last update was at Jun. 07, 2010 11:20 AM

Is there a way to change the order of routing rules?

Never mind I see how it is done, it would be nice to reorder routing rules, but it looks like the current configuration the general rules on top is not so bad.

This message was edited 1 time. Last update was at Jun. 30, 2010 12:41 PM

For those of us familiar with firewall and internet filtering rules this seems a bit counter-intuitive, but the application of the routing rules does work. However, the process of ordering the rules appears to be a bit different in v7.0.04. The most recently edited rule still goes to the bottom of the list, but the remaining rules are all reordered alphabetically. Except for the possibility of the last rule in the list the end result is the same; i.e., the more general rules will precede more specific rules and the routing will work as described.
There is nothing we receive with so much reluctance as advice.
SysAid VP Customer Relations
I wanted to correct the mistake that was entered here. Routing rules are processed from bottom to top. This means that the most generic rules should be added on top while the more specific rules should be placed on a lower position.

Hi there,

Is there any other possibility to route new requests generated by e-mail integration than by the senders e-mail address? Is it possible to route the request with regular expressions running over subject and body?

We have different SLAs with the same customers and won't tell the customers to think of 5 to 10 different e-mail addresses regarding the different SLAs.

Having tickets routed to a departed admin.

One of our admins left the company recently. At departure, he was removed as an admin and all tasks for him were to be assigned to me, Keith. Unfortunately, while existing tickets went to me, new ones keep getting assigned to him. Note that he was first line support, so the default destination had been him. I have even cleared all routing rules related to items he might have been assigned, and recreated the rules to assign to me. And now his account has been disabled in the system. So the only way I can view new tickets that are assigned to him is to show all tickets that are active, because he cannot be selected in the multiple select box.

Also note that for some reason, some tickets that get submitted have a due dat of January 13, 2014 (This ticket was submitted yesterda, March 11)

Note that Routing has the routing rules, New Ticket shows the admin assigned, New TicketDropdown shows the Admins able to be selected
on V v9.1.02 b71
Can I export my Rules routing to Excel or something?
Former Community Manager
Hi leonel,

We really don't have a way to export the rules to excel. The copy-and-paste method may be the best thing to try, but I agree that it may not come out with the proper formatting.

Are you using the export to plan the routing?

What would I do if it were exportable?: Save time when preparing for management meetings where we are talking about the current allocation of jobs between teams.

Actually this is a generic problem: all tabulated data presented in the web interface should be exportable to csv.

With a corollary that it should be possible to import csv into any tabulated view of the data.
Actually i was looking for planning workload and to present the routes created.
I wonder if is possible to make routing rules only able to service request and incidents, I don't need changes to be affected by these rules.

This message was edited 1 time. Last update was at Jun. 06, 2017 12:17 PM

SysAid Community Manager Product Team
Hi Leonel,

There is no such option directly, but routing will not take affect if you submit a Change and the change template has certain parameters. Therefore, you can change your Change templates to include the desired info to overcome the routing.
However, routing might affect the ticket after the ticket has been submitted - for this you might need to disable Settings > Service Desk > General > "Reroute Service Records, based on routing rules, when the details of the request change".

Let me know if this works for you.

Thanks Danny for your recommendation, also I need the reroute for the rest of service request types like incidents and service request.
may be I would change the SLA routing rules.
I have a problem with my routing rule, I have configured it to send it to a group when some category was selected, however when I enter the SR with that category does not send it to any group.