How to Configure Routing Rules (New UI)

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you. Based on your inquiry, it looks like you are trying to configure routing rules in the workflow. In order to accomplish this, you will need the following permissions:

Permissions Required:

This article explains how to access, review, and create Routing Rules using the new interface.

How to Access Routing Rules

1. From the Home page, click Manage.
   

2. Select the Workflow you would like to edit, or create a new workflow.
   

3. In the left navigation panel, click Routing Rules.
   

You will now be taken to the Routing Rules management screen.

Overview of the New User Interface

The Routing Rules page displays all rules configured for the selected workflow in a centralized list.

• Existing routing rules appear in a list view.

• By default, rules are organized by Source Trigger.

• Use the search bar to quickly locate rules by keywords.

• You can sort or organize rules by:

  • Name

  • Action

  • Tags

  • Trigger

• Each rule includes options to Edit, Duplicate, or Delete.

This layout allows administrators to quickly review routing logic and maintain configurations.

How to Add a New Routing Rule

1. Click Add Rule.

2. Enter a Rule Name that clearly describes the routing purpose.

3. Add Tags to categorize the rule.

   • After typing a tag, press Enter or click outside the field to save it.
     

Define the Rule Logic

When (Trigger)

• Select the trigger, which is based on the Service Question Sets configured in the system.

Conditions

• Select New Condition to define when the rule should apply.

• Use the + Condition option to add additional parameters and refine the logic.
  

Then (Action)
Routing Rules support three action types:

• Route To
  Routes the ticket to a designated queue or service question based on the defined conditions.
  This first Route To action is required.

• Send Request to Other System
  Sends or receives data using supported web API methods for integrations.

• Call Manual Rule
  Triggers an existing manual rule as part of the routing flow.

4. Click Save to store the rule.
   

Publishing and Applying Changes

After creating or updating routing rules:

1. Click Publish in the bottom-right corner then Publish to Assigned Locations to apply the changes.

2. The newly created rule will appear in the Routing Rules list and will be active within the workflow.
   

Summary

The new Routing Rules interface provides a streamlined way to control how tickets are directed based on service responses and conditions. With improved organization, search, and flexible action types, administrators can configure precise routing logic and maintain workflows more efficiently.

We hope this article helped you out with your inquiry. 

If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.