Routing rules reference
Every field in a routing rule and how rules are chosen.
Last updated
Routing rules live under Routing rules. Each rule says: when a case looks like this, send it to that department.
Conditions
| Field | Meaning |
|---|---|
| Name | A label for people. |
| Priority | Lowest number is checked first. |
| Category | Match a particular category, or any. |
| At least this urgent | Match reports at or above an urgency level. |
| Report is about | Match the level of the person concerned, for example senior executive. |
| Retaliation concern | Match yes, no or either. |
| Implicated department is | Match reports about a particular department. |
Outcome
| Field | Meaning |
|---|---|
| Handling department | Required. Who owns the case. |
| Investigating department | Optional. Who carries out the investigation. |
| Approving department | Optional. Who signs off closure. |
| Raise confidentiality to | Optionally set the case to a higher confidentiality level. |
| Require human approval | Hold the case until a person confirms the route. |
| Active | Inactive rules are ignored. |
Simulator
Use Simulate routing to test a hypothetical report. Pick a category, urgency, subject level, implicated department and retaliation flag. The simulator shows which rule would win and why. No case is created.
Routing states
| State | Meaning |
|---|---|
| Pending | Not routed yet. |
| Routed | A rule matched and the case was sent. |
| Awaiting approval | A rule needs a human to confirm. |
| Needs manual routing | No suitable rule. A person must assign it. |
Important. Rules are versioned, so editing a rule does not rewrite history. Past decisions still show the rule as it was.
Related guides
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