Forms Used to Set Up Routing Information

Form Name	FormID	Navigation	Usage
Case Provider Group Routing Rules Sequence	W17506H	Case Setup (G90CG), Provider Group Revisions On the Work With Provider Groups form, select Routing Sequence from the Form menu.	Define the order that the system uses to search for a match between the case and routing rules. The system uses a hierarchical search method, from most specific to most general. Record a number in the Sequence Number field and then enter Y in the fields that the system includes in the hierarchical search.
Case Provider Group Routing Rules Revisions	W17506G	On the Work With Provider Groups form, select Routing Rules from the Form menu.	Set up routing rules to direct cases to the proper provider groups. Specify either a person (assignee) or a provider group and then use any of the other active fields such as Product Model, Product Family, Environment, and so on, to determine the routing rule.

Form Name

FormID

Navigation

Usage

Case Provider Group Routing Rules Sequence

W17506H

Case Setup (G90CG), Provider Group Revisions

On the Work With Provider Groups form, select Routing Sequence from the Form menu.

Define the order that the system uses to search for a match between the case and routing rules. The system uses a hierarchical search method, from most specific to most general.

Record a number in the Sequence Number field and then enter Y in the fields that the system includes in the hierarchical search.

Case Provider Group Routing Rules Revisions

W17506G

On the Work With Provider Groups form, select Routing Rules from the Form menu.

Set up routing rules to direct cases to the proper provider groups.

Specify either a person (assignee) or a provider group and then use any of the other active fields such as Product Model, Product Family, Environment, and so on, to determine the routing rule.