Customize requests effortlessly with Routing Rule Templates in Hornbill
Managing incoming requests efficiently is crucial for any organization's productivity. With Hornbill's Routing Rule Templates, you can streamline this process by defining default settings for requests automatically generated from incoming emails. Let's explore how you can customize these settings to suit your needs.
Understanding Routing Rule Templates
Routing Rule Templates allow you to define default settings for requests generated from incoming emails using the Routing Rule feature. You can set options such as the service, priority, team assignment, and more. These templates provide consistency and efficiency in handling incoming requests, ensuring they are processed according to your organization's standards.
Customizing settings
- Creating a new template: In the Service Manager administration, find the Routing Rule Templates section. Create a new template and give it a descriptive name.
- Defining template settings: Within the template, specify the default settings for the requests. This includes selecting the service, default catalog item (if applicable), assigning the request to a team, setting the initial priority, and choosing associated assets.
- Linking template to routing rule: Navigate to the Hornbill Administration and locate the Inbound Routing Rules section. Here, you can access and manage the rules responsible for creating requests from incoming emails. Select the appropriate operation (e.g., "Raise new request"). Link this rule to the Routing Rule Template you've created, ensuring that every request generated by this rule adheres to the predefined settings.
Streamlining request management
With Routing Rule Templates in place, every request generated from incoming emails will follow the default settings defined within the template. This streamlines the request management process, reduces manual intervention, and ensures consistency in handling incoming requests.
Take control of your requests
Customize default settings for requests generated from incoming emails with Hornbill's Routing Rule Templates. Streamline your request management process, improve efficiency, and maintain consistency in handling requests. Watch our video tutorial to learn more about setting up and utilizing Routing Rule Templates effectively.
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