Routing Rules

Video Tutorial

Managing Routing Rules

Routing Rules allow an Administrator to define special criteria which governs what happens to incoming email messages that match this criteria. These can be used to automatically log any common, frequently occurring incidents or requests with the necessary Team (and User) who can resolve the Case. For example a Routing Rule could be created that states all incoming messages with 'Support' in the email Subject get logged with the Support Team.
In order to use Routing Rules ensure the Application Property ApplyCustomRoutingRules is set to True in the Global Settings.

TO address - Allows the 'TO' address to be specified so that any incoming email sent to this address will be routed to the specified Team with the specified categorisation. Limited to a single email account.

FROM address - Allows the 'FROM' address to be specified so that any incoming emails from this address will be routed to the specified Team with the specified Case configuration. versaSRS 7.2.0 introduced the ability to specify multiple FROM addresses on a rule, these must be separated by a semicolon ( ; )

SUBJECT keywords - Allows keywords to be specified so that incoming emails with the keyword(s) in the subject line will be routed to the specified Team with the specified Case configuration.

BODY keywords - Allows keywords to be specified so that incoming emails with the keyword(s) in the body of the email will be routed to the specified Team with the specified Case configuration.

Key Word Wild Cards - An asterisk ( * ) can be used as a Wild Card character within the SUBJECT and BODY keywords so that partial word matches can trigger the Routing Rule.
For example having '*supp*' as the SUBJECT keyword will trigger the Routing Rule for incoming emails with 'Support' or 'Supply' etc. in the subject line.

Domain Wild Cards - Domain Wild Cards are also supported by entering the the domain part of the email address into the Email Address condition and pre-fixing it with an asterisk ( * ), similar to the Keyword usage. For example having *@versadev.com in the FROM address condition will result in any emails from the @versadev.com domain triggering the Routing Rule.

To manage Routing Rules select the Routing Rules icon from the versaSpinner - System Tools tab.

On the Manage Routing Rules screen ensure a Name is input for the Routing Rule and that the 'Apply Routing Rule' checkbox is checked.
Set the necessary categorisations for the rule that determine how and where a Case will be logged if the Routing Rule is triggered. Alternatively, a Case Template can be applied to the rule which will determine how and where the Case is logged.

An Update Template can also be specified to apply a specific Update to the Case when it is logged by the rule. An example of this usage might be to apply an Update Template to close a Case when the Subject line is 'Out of Office'.
NOTE:These types of emails can cause an "email loop" within versaSRS, if that happens this Knowledge Base article contains detailed instructions for resolving it.

Click the Conditions tab and set which conditions for an incoming email, will trigger the Routing Rule.

NOTE: If you have created a Routing Rule and it is not functioning as expected, please refer to this Knowledge Base article for troubleshooting instructions.