Routing Config
- 16 Jun 2022
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Routing Config
- Updated on 16 Jun 2022
- 6 Minutes to read
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Routing Config
Config of ticketing routing.
Routing Config- Routing Config ManageGET ticketing/routingConfig- Get a single Routing ConfigPOST ticketing/routingConfig:disable- Disable the Routing ConfigPOST ticketing/routingConfig:enable- Enable the Routing ConfigPUT ticketing/routingConfig- Update the Routing Config
Routing Config JSON Format
Routing Config is represented as simple flat JSON objects with the following keys:
| Name | Type | Description |
|---|---|---|
isEnabled | bool | Whether the Routing rule is enabled or not. |
type | string | How to route tickets. Allowed values are "simple", "customRules". |
routeToTypeForSimpleRouting | string | How to route tickets when route type is simple. Allowed values are "agent", "department". |
simpleRoutingRouteToAgentId | guid | Id of agent whom the ticket is assigned to when routing tickets to agent. |
simpleRoutingRouteToDepartmentId | guid | Id of department that the ticket is assigned to when routing tickets to department. |
priorityForSimpleRouting | string | Priority for routing tickets when route type is simple. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline | integer | Percentage of tickets to be routed to bot when agent is online. |
percentageToBotWhenOffline | integer | Percentage of tickets to be routed to bot when agent is offline. |
routeToTypeWhenNoRuleMatched | string | How to route tickets when no custom rule matches. Allowed values are "agent", "department". |
noRuleMatchedRouteToAgentId | guid | Id of agent whom the ticket is assigned to when no custom rule matches. |
noRuleMatchedRouteToDepartmentId | guid | Id of department which the ticket is assigned to when no custom rule matches. |
priorityWhenNoRuleMatched | string | Priority of ticket when no custom rule matches. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnlineWhenNoRuleMatched | integer | Percentage of tickets to be routed to bot when agent is online and no rules matched. |
percentageToBotWhenOfflineWhenNoRuleMatched | integer | Percentage of tickets to be routed to bot when agent is offline and no rules matched. |
routingRules | routingRules[] | Reference to Routing Rules. |
Routing Rules JSON Format:
| Name | Type | Description |
|---|---|---|
id | guid | Id of the custom rule. |
name | string | Name of the custom rule. |
isEnabled | bool | Whether custom rule is enabled or not. |
order | integer | Order of custom rule. |
conditionMetType | string | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
logicalExpression | string | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
routeToType | string | How to route tickets. Allowed values are "agent", "department". |
routeToAgentId | guid | Id of agent whom the ticket is assigned to. |
routeToDepartmentId | guid | Id of department that the ticket is assigned to. |
priority | string | Priority of routing tickets. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline | integer | Percentage of routing to bot when there is agent online. |
percentageToBotWhenOffline | integer | Percentage of routing to bot when all agents are offline. |
routingRuleConditions | routingRuleConditions[] | Reference to Routing Rule Condition. |
Routing Rule Condition JSON Format:
| Name | Type | Description |
|---|---|---|
id | guid | Id of the custom rule condition. |
routingRuleId | guid | Id of the custom rule. |
fieldName | string | Name of the ticketing field you want to set value for. |
operator | string | How value for this condition field is matched. Allowed values are "contains", "notContains", "is", "isNot", "isMoreThan", "isLessThan", "before", "after", "regularExpression", "isOneOf", "isNotIn". |
value | string | Value of the condition field. |
order | integer | Order of the field. |
description | string | Description of the custom rule condition. |
Get a single Routing Config
GET ticketing/routingConfig
Parameters:
| Name | Type | in | Required | Description |
|---|---|---|---|---|
include | string | query | no | Allowed value is "ticketingRoutingRule". |
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/ticketing/routingConfig \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \
Response:
HTTP/1.1 200 OK
{
"isEnabled": true,
"type": "simple",
"routeToTypeForSimpleRouting": "agent",
"simpleRoutingRouteToAgentId": "9e7b03e6-e4b8-4026-ba5c-5863e482e87c",
"simpleRoutingRouteToDepartmentId": "80e1220e-19d2-4ad8-abcf-becb8e3a8155",
"priorityForSimpleRouting": "normal",
"percentageToBotWhenOnline": 100,
"percentageToBotWhenOffline": 100,
"routeToTypeWhenNoRuleMatched": "agent",
"noRuleMatchedRouteToAgentId": "be488667-e2bc-4335-b094-fc7ea8cc19d9",
"noRuleMatchedRouteToDepartmentId": "96e7964a-29cb-40d6-8251-4f334b5748bd",
"priorityWhenNoRuleMatched": "high",
"percentageToBotWhenOnlineWhenNoRuleMatched": 100,
"percentageToBotWhenOfflineWhenNoRuleMatched": 0,
"routingRules": [
{
"id": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"name": "custom rules 1",
"isEnabled": false,
"order": 1,
"conditionMetType": "all",
"logicalExpression": "",
"routeToType": "agent",
"routeToAgentId": "52c14ca6-a63f-40a4-8f78-83b96b11a362",
"routeToDepartmentId": "bdf96bad-890f-4af5-8f4e-42d2cc29e61b",
"priority": "urgent",
"percentageToBotWhenOnline": 50,
"percentageToBotWhenOffline": 50,
"routingRuleConditions": [
{
"id": "6cab0a7a-e497-4344-807e-9362399d1096",
"routingRuleId": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"fieldName": "{!Ticket.@Mentioned Agent}",
"operator": "isOneOf",
"value": "[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]",
"order": 1,
"description": "@Mentioned Agent is oden3 1000014 or oden2 1000014"
}
]
}
]
}
Disable the Routing Config
POST ticketing/routingConfig:disable
Parameters:
No Parameters
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/ticketing/routingConfig:disable \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \
Response:
HTTP/1.1 200 OK
{
"isEnabled": false,
"type": "simple",
"routeToTypeForSimpleRouting": "agent",
"simpleRoutingRouteToAgentId": "9e7b03e6-e4b8-4026-ba5c-5863e482e87c",
"simpleRoutingRouteToDepartmentId": "80e1220e-19d2-4ad8-abcf-becb8e3a8155",
"priorityForSimpleRouting": "normal",
"percentageToBotWhenOnline": 100,
"percentageToBotWhenOffline": 100,
"routeToTypeWhenNoRuleMatched": "agent",
"noRuleMatchedRouteToAgentId": "be488667-e2bc-4335-b094-fc7ea8cc19d9",
"noRuleMatchedRouteToDepartmentId": "96e7964a-29cb-40d6-8251-4f334b5748bd",
"priorityWhenNoRuleMatched": "high",
"percentageToBotWhenOnlineWhenNoRuleMatched": 100,
"percentageToBotWhenOfflineWhenNoRuleMatched": 0,
"routingRules": [
{
"id": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"name": "custom rules 1",
"isEnabled": false,
"order": 1,
"conditionMetType": "all",
"logicalExpression": "",
"routeToType": "agent",
"routeToAgentId": "52c14ca6-a63f-40a4-8f78-83b96b11a362",
"routeToDepartmentId": "bdf96bad-890f-4af5-8f4e-42d2cc29e61b",
"priority": "urgent",
"percentageToBotWhenOnline": 50,
"percentageToBotWhenOffline": 50,
"routingRuleConditions": [
{
"id": "6cab0a7a-e497-4344-807e-9362399d1096",
"routingRuleId": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"fieldName": "{!Ticket.@Mentioned Agent}",
"operator": "isOneOf",
"value": "[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]",
"order": 1,
"description": "@Mentioned Agent is oden3 1000014 or oden2 1000014"
}
]
}
]
}
Enable the Routing Config
POST ticketing/routingConfig:enable
Parameters:
No Parameters
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/ticketing/routingConfig:enable \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \
Response:
HTTP/1.1 200 OK
{
"isEnabled": true,
"type": "simple",
"routeToTypeForSimpleRouting": "agent",
"simpleRoutingRouteToAgentId": "9e7b03e6-e4b8-4026-ba5c-5863e482e87c",
"simpleRoutingRouteToDepartmentId": "80e1220e-19d2-4ad8-abcf-becb8e3a8155",
"priorityForSimpleRouting": "normal",
"percentageToBotWhenOnline": 100,
"percentageToBotWhenOffline": 100,
"routeToTypeWhenNoRuleMatched": "agent",
"noRuleMatchedRouteToAgentId": "be488667-e2bc-4335-b094-fc7ea8cc19d9",
"noRuleMatchedRouteToDepartmentId": "96e7964a-29cb-40d6-8251-4f334b5748bd",
"priorityWhenNoRuleMatched": "high",
"percentageToBotWhenOnlineWhenNoRuleMatched": 100,
"percentageToBotWhenOfflineWhenNoRuleMatched": 0,
"routingRules": [
{
"id": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"name": "custom rules 1",
"isEnabled": false,
"order": 1,
"conditionMetType": "all",
"logicalExpression": "",
"routeToType": "agent",
"routeToAgentId": "52c14ca6-a63f-40a4-8f78-83b96b11a362",
"routeToDepartmentId": "bdf96bad-890f-4af5-8f4e-42d2cc29e61b",
"priority": "urgent",
"percentageToBotWhenOnline": 50,
"percentageToBotWhenOffline": 50,
"routingRuleConditions": [
{
"id": "6cab0a7a-e497-4344-807e-9362399d1096",
"routingRuleId": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"fieldName": "{!Ticket.@Mentioned Agent}",
"operator": "isOneOf",
"value": "[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]",
"order": 1,
"description": "@Mentioned Agent is oden3 1000014 or oden2 1000014"
}
]
}
]
}
Update the Routing Config
PUT ticketing/routingConfig
Parameters:
| Name | Type | in | Required | Description |
|---|---|---|---|---|
isEnabled | bool | body | yes | Whether the Routing rule is enabled or not. |
type | string | body | yes | How to route tickets. Allowed values are "simple", "customRules". |
routeToTypeForSimpleRouting | string | body | yes | How to route tickets when route type is simple. Allowed values are "agent", "department". |
simpleRoutingRouteToAgentId | guid | body | yes | Id of agent whom the ticket is assigned to when routing tickets to agent. |
simpleRoutingRouteToDepartmentId | guid | body | yes | Id of department that the ticket is assigned to when routing tickets to department. |
priorityForSimpleRouting | string | body | yes | Priority for routing tickets when route type is simple. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline | integer | body | no | Percentage of tickets to be routed to bot when agent is online. |
percentageToBotWhenOffline | integer | body | no | Percentage of tickets to be routed to bot when agent is offline. |
routeToTypeWhenNoRuleMatched | string | body | yes | How to route tickets when no custom rule matches. Allowed values are "agent", "department". |
noRuleMatchedRouteToAgentId | guid | body | yes | Id of agent whom the ticket is assigned to when no custom rule matches. |
noRuleMatchedRouteToDepartmentId | guid | body | yes | Id of department which the ticket is assigned to when no custom rule matches. |
priorityWhenNoRuleMatched | string | body | yes | Priority of ticket when no custom rule matches. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnlineWhenNoRuleMatched | integer | body | yes | Percentage of tickets to be routed to bot when agent is online and no rules matched. |
percentageToBotWhenOfflineWhenNoRuleMatched | integer | body | yes | Percentage of tickets to be routed to bot when agent is offline and no rules matched. |
routingRules | routingRules[] | body | no | Settings of routing rule. |
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/ticketing/routingConfig \
-X 'PUT' \
-H 'Authorization: Bearer {access_token}' \
-H 'Content-Type: application/json' \
-D '{"isEnabled":true,"type":"simple","routeToTypeForSimpleRouting":"agent","simpleRoutingRouteToAgentId":"9e7b03e6-e4b8-4026-ba5c-5863e482e87c","simpleRoutingRouteToDepartmentId":"80e1220e-19d2-4ad8-abcf-becb8e3a8155","priorityForSimpleRouting":"normal","percentageToBotWhenOnline":100,"percentageToBotWhenOffline":100,"routeToTypeWhenNoRuleMatched":"agent","noRuleMatchedRouteToAgentId":"be488667-e2bc-4335-b094-fc7ea8cc19d9","noRuleMatchedRouteToDepartmentId":"96e7964a-29cb-40d6-8251-4f334b5748bd","priorityWhenNoRuleMatched":"high","percentageToBotWhenOnlineWhenNoRuleMatched":100,"percentageToBotWhenOfflineWhenNoRuleMatched":0,"routingRules":[{"name":"custom rules 1","isEnabled":false,"order":1,"conditionMetType":"all","logicalExpression":"","routeToType":"agent","routeToAgentId":"52c14ca6-a63f-40a4-8f78-83b96b11a362","routeToDepartmentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","priority":"urgent","percentageToBotWhenOnline":50,"percentageToBotWhenOffline":50,"routingRuleConditions":[{"fieldName":"{!Ticket.@Mentioned Agent}","operator":"isOneOf","value":"[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]","order":1,"description":"@Mentioned Agent is oden3 1000014 or oden2 1000014"}]}]}'
Response:
HTTP/1.1 200 OK
{
"isEnabled": true,
"type": "simple",
"routeToTypeForSimpleRouting": "agent",
"simpleRoutingRouteToAgentId": "9e7b03e6-e4b8-4026-ba5c-5863e482e87c",
"simpleRoutingRouteToDepartmentId": "80e1220e-19d2-4ad8-abcf-becb8e3a8155",
"priorityForSimpleRouting": "normal",
"percentageToBotWhenOnline": 100,
"percentageToBotWhenOffline": 100,
"routeToTypeWhenNoRuleMatched": "agent",
"noRuleMatchedRouteToAgentId": "be488667-e2bc-4335-b094-fc7ea8cc19d9",
"noRuleMatchedRouteToDepartmentId": "96e7964a-29cb-40d6-8251-4f334b5748bd",
"priorityWhenNoRuleMatched": "high",
"percentageToBotWhenOnlineWhenNoRuleMatched": 100,
"percentageToBotWhenOfflineWhenNoRuleMatched": 0,
"routingRules": [
{
"id": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"name": "custom rules 1",
"isEnabled": false,
"order": 1,
"conditionMetType": "all",
"logicalExpression": "",
"routeToType": "agent",
"routeToAgentId": "52c14ca6-a63f-40a4-8f78-83b96b11a362",
"routeToDepartmentId": "bdf96bad-890f-4af5-8f4e-42d2cc29e61b",
"priority": "urgent",
"percentageToBotWhenOnline": 50,
"percentageToBotWhenOffline": 50,
"routingRuleConditions": [
{
"id": "6cab0a7a-e497-4344-807e-9362399d1096",
"routingRuleId": "9bdbfda6-ec89-490c-957b-6555bf5a8461",
"fieldName": "{!Ticket.@Mentioned Agent}",
"operator": "isOneOf",
"value": "[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]",
"order": 1,
"description": "@Mentioned Agent is oden3 1000014 or oden2 1000014"
}
]
}
]
}
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