Routing incidents automatically using workflows

We will start by taking a look at a simple workflow to route incidents to a certain user or a group. This functionality can be created using the built-in workflows within Service Manager.

Getting ready

Be sure that you have read and understood the creation of templates as described in the Creating an incident template recipe in Chapter 7, Working with Incident and Problem Management.

Make sure that Service Manager is up-and-running and that you have sufficient privileges to create workflows and templates (administrator permissions are needed).

How to do it...

In this example, we will create a workflow to route any incidents with the classification category, E-mail Problems, to the dispatcher of the Exchange group:

1. Start the Service Manager console and go to the Library workspace.
2. Select Templates and create a new template based upon the Incident class. The only thing that you should define in this template is the Assigned To user - in our case, the...