Routing allows you to triage and assign incoming reports to designated case managers or groups of case managers, based on certain criteria. This configuration ensures that the assigned case manager is the right fit for the investigation.
Super Admin or Admin users in Resolution Hub may configure this feature.
How to set up a routing rule
Before configuring your routing rules, it's essential to have groups set up. Please consult this guide for instructions on how to create groups.
Select Administration > Routing in the navigation bar
Select New routing rule
Choose the most relevant data source, such as reporter data
Under Route To, select the group to which you want to direct reports
Add your parameters. For instance, if a site is in London, route the report to London-based Case Managers
Select Save and then Activate to apply the routing rule
Routing rule priority
Reports will be directed according to the priority of the established rules. It's important to give higher priority to the more specific rules.
For example, if an organization creates two routing rules with the following priorities,
If the reporter site is London, route to London Case Managers
If the reported category is data breach route to Information Security
then when a new report is submitted from a reporter at the London site and the reported category is a data breach, it will be directed to London Case Managers because this rule holds higher priority.