Creating Routing Rules

Routing Rules control what Workfront does with issues when they are submitted to a Request Queue. For more information about creating Request Queues, see "Creating a Request Queue."

Routing Rules send issues to specific users or job roles best equipped to resolve the submitted issue or request. Routing rules are usually associated with queue topics, which are used to control which routing rule will be applied to the issue or request.

To create a Routing Rule:

  1. Navigate to the project which you want to set up as a Request Queue.
  2. Click More, then select Queue Setup.
  3. Click the Routing Rules sub-tab. 
  4. Click New Routing Rules to add the new rule. 

  5. Specify the following information for the Routing Rule:
    Name: The name of  Routing Rule. You can see the Routing Rule if you have access to see this information on the project.
    Description: Add a description for the Routing Rule.
    Default Assignee: Add a user or a job role to whom the new issues should be assigned. You can only have one default assignee in this field. 
    Default Team: Add a team to whom the new issue should be assigned. You can only have one team assigned to the issue.
    Route to Project: This is the project where the issue is added.
    NOTE When you route an issue to a project, users with permissions on the issue receive the permissions set on that project. For information about setting permissions on projects, see "Understanding Project Permissions."
  6. Select Save when done.
    This process only defines the Routing Rule. To ensure that the issue is routed when it is submitted to the Request Queue, you must select the routing role on the Queue Details tab under Default Route.
    If you want to associate multiple routing rules with the Request Queue, you must create a Queue Topic and associate it with the Routing Rules. For more information about creating a queue topic, see "Creating Queue Topics."

Audited 6/27/2018

This article last updated on 2019-04-03 20:26:16 UTC