Managing routing rules

Requests are routed based on request type and your workspace configuration. To configure routing for your account:

• Navigate to Assistant > Workspace Routing to setup routing for requests in workspaces that are not service requests or incidents.

Service requests are routed to the workspace mapped to the selected service catalog item. Incident catalog items are routed to the workspace mapped to that incident catalog. Smart routing applies to requests and incidents that are not already mapped through a catalog.

Routing options depend on how many eligible workspaces are available in your account.

1. Auto-routing. Atomicwork determines the best workspace for a request based on its content and routes the request to the workspace.

2. Smart suggestions. Atomicwork suggests the best workspace but employees can choose to follow it or pick their own.

3. Ask the requester to select the workspace. Use this option to let requesters choose from the workspaces you make available when they create a request or incident.

If only one eligible workspace is available, routing configuration is not shown because there is no workspace choice to make.