⚒️Managing Routes

Using the route matrix to create and configure routes.

Routes are managed using the Directory tool / Routes Matrix.

Managing routes requires the Directory Admin and Service Admin roles.

The Routes Matrix lets you view and manage routes from the source to destination inboxes.

The Routes Matrix

Creating a Route to a Local Inbox

In the routes matrix, clicking on a plus (➕) button creates a route from the source inbox to the destination inbox.

To remove a route, click on the route's context menu button (⋮) and click Delete Route. Note that the menu button is visible when you hover over the route cell.

Route Context Menu Button

Route Menu

Creating a Route to a Remote Inbox

By default, the matrix shows the inboxes in the selected units. If you wish to create a route from a local unit (an inbox in the selected unit) to a remote inbox (an inbox in another unit), click on the Add Remote Inbox button. A dialog will open, allowing you to choose an inbox in another unit.

Route Options

Route options allow you to configure the behavior of the route (how the case will move to the destination inbox) and to set restrictions on the route.

To open the Route Settings dialog, click on the menu icon [⋮] next to the route and click the Route Settings option.

General settings

A transferred case, by default, is added to the end of the destination inbox queue with the Waiting status.

In the General tab, you can set the case status in the destination inbox (Waiting/Pending) and the position in the queue (End of queue/Beginning of queue/Cusotm position).

Restrict Groups

In the Groups tab of the Route settings dialog box, you can restrict the routing of cases to a certain user group.

When you turn this option on, only users in designated groups can use the route.

Restrict Service Categories

In the Service Category tab, you can restrict the routing of cases to a certain service category.

When you turn this option on, the route is available only for cases in the designated categories.

Route to Sender

In the Sender tab of the Route settings dialog box, you can restrict the routing of cases to the sender inbox only. Turn on this option so that the cases from the Source inbox can only be sent back to the Destination inbox where they were previously transferred from that inbox.