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Can I set up routing rules for a request to go to a specific teammate based on responses within the request form?

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Level 1

I have a request queue set up for all marketing requests, then queue topics set up under that for various types of marketing requests, such as a blog, ad, and email.

However, we have multiple locations and need requests from certain locations to go to specific teammates. Is there a way to make it so when a person fills out a specific section on a request form (if we have a choice to select location) those requests go to their respective marketing teammate assigned to that location?

2 Replies

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Level 1

Hi Emily,

i have not come across any way to control routing based on values set in a custom field. The two routes of automatic routing i see available are:

  • Routing based on selecting a queue topic
  • Routing based on project or task statuses.

Accordingly, the only option i would suggest is to ask the user to use a one time approval to get their project routed to someone. Sorry this might not help but is a limitation to the routing capabilities in WF. Would appreciate if you can share any useful alternatives you come up against.

Regards

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Level 10

Hi Emily,

I agree with Ahmed's assessment.

Although a bit of setup and maintenance is required, what you might consider instead is to:

  • add a dropdown of Those Specific Teammates
  • showing their Name as the label, and their User.ID as the value in the dropdown
  • instructing folks to select the right Specific Teammate
  • create a (single) report for each such Specific Teammate to use that filters for SpecificTeammate.ID = $$UserID, effectively "shortlisting" the data to only the items that pertain to that logged in Specific Teammate

Regards,

Doug