SOP: Freshservice : Standardized Routing process

Standardized Routing Process 2022-04-27

Introduction

This document is aimed at the person/s who will maintain the current setup and on-board new Service Items or Issue categories to be included in the process. In this document you will get a general overview of how the process works, how to on-board new Service Items or Issue categories to the process and information about DOs and DON’Ts.

Acronym and term explanations

Custom Object – In simple terms this is a table where values can be stored. These can then for example be referenced by a Workflow Automation, enabling more complex automations. You can find Custom Objects in the Admin panel Admin-> Helpdesk Productivity-> Custom Objects.

Workflow Automation (WFA) – Workflow Automations are used to automate different aspects of Freshservice. They can for example be used for simple things such as setting a specific category on a ticket if certain criteria are met. Or more advanced things such as the multi-stage approval process.

Process description

There are two components to the standardized routing process. The first one is the Custom object and the second one is the Workflow automation. In short: the WFA is used as a framework and the information from the Custom Object together with the information from the ticket is what the WFA acts upon. Together routing the ticket to the correct group and adding information to the ticket, such as category, changing the status etc.

Components of the standardized routing process

The new routing process has two components. These include a Workflow Automation and a Custom Object. Below you can see a both components and a brief description of them:

Workflow automation name:
OAT - PROD - Raised - Automatic routing flow
Description:
This WFA directs the ticket to the correct group and adds the data from the custom object to the ticket.

Custom object name:
Ticket Routing Master
Description:
In this custom object you define the values which the WFA will act upn, and also the values that the WFA will set on the ticket. Below you can see a list of the triggers that you can set, and also which values you can add to the ticket.
Triggers:
* Service Item
* Issue category
Values:
* Assign to group
* Assign to agent
* Set status
* Set category
* Set Impact
* Set Urgency
* Set Tag
* Set Reason for need of update field
* Set Handled by 1^st line field
* Add a Public note
* Add a Private note

Adding new Service Items to the process

In order to add a new new type of ticket to the routing process you need at least to know the following:

Service Item name or Issue category name
Group that the ticket should be assigned to
Category classification for this type of ticket

Example 1:

Service Item name: Request for Carbon footprint
Group: Carbon footpring
Category: Enterprise Applications->Other Applications

Example 2:

Issue category: Workday
Group: Workday
Category: Integrations->Workday

To configure Example 1 we need to access the “Ticket Routing Master” Custom Object. There you will need to add a new object record. Fill in the Service Item name, the group and the categorization. Then click on save, now the Service item “Request for Carbon footprint” has been added to the standardized routing process. The process for Example 2 is the same, except you will need to fill in “Issue category” instead of “Service Item Name”.

Important things to keep in mind!

There can only be one object record for each Service item or Issue category!
You can ONLY fill in Service Item Name OR Issue Category. It’s not possible to fill in both in the same object record. Please add two separate object records in this case, one for the Service Item name and another one for the Issue category.