Currently, you can set up a business rule based upon the service category. There are cases where you might want most of the services under a particular service category being directed to the Service Desk with the remainder being automatically directed elsewhere.

 

For example, your organisation might require all requests to have an account enabled referred to the Information Systems Security Officer for approval. Under the User Management service category you create a form called Enable Account. You also have forms for new user, set up email and such like. You only need to auto-forward the Enable Account form but are constrained to auto-forwarding all forms or none.

 

Suggest you provide the ability to set up business rules based upon the names of the forms you create under various servcie categories.