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Former Member
Jun 09, 2016 at 11:25 AM

Ticket routing rules- ticket getting routed to wrong team

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Hi Experts,

I'm trying to make ticket routing rules but none of it working for my scenario.

What I'm trying to do is suppose a ticket subject contains keyword "Quitting" and "pradyuman" then they should route to their respected team(Police Department Team).

And if they are normal tickets without these keywords then they should be routed to some another respected teams.

Screenshot attached for this scenario like how I made a routing rules table.

When ticket comes all the time every ticket is assigned to team "Police department". What should I do for this scenario to work properly.? Is there any way so that we can maintain nested decision table to make this work?

P.S. I haven't maintained any workflow rules or org. distribution rules to route the ticket.

Many Regards,

Pragati

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