Routing criteria
When an incident is opened on Astry (regardless of the integration method), it is automatically routed to a team based on:
- its priority
- its associated tags
Configuring rules
Routing rules are global to your entire Organization. To manage them, go to the main Settings tab, then Routing rules. You can then add, edit, or delete rules.
The order of these rules matters. They are evaluated one by one (starting with the first), and evaluation stops as soon as the incident in question matches the criteria defined in a rule. Assignment to a team is then carried out according to what the rule defines.
Note: A good practice is to define a default rule as the last rule (i.e. one with no criteria) that will route unrouted incidents (those that don't match any previously evaluated rule) to a default team. This avoids opening incidents that end up assigned to no team.