Hi,

 

I currently use the Business Rules to assign jobs to a Support Rep based on the domain of the email address of the person logging the job. Each Rep generaly looks after a set of customers.

 

There is a rule for each Rep with a long list of domains as a match criteria. Maintaining this or making a change while a Rep is on leave is cumbersome.

 

I would also also like to assign an SLA to the job so I can take advantage of the escalations. The SLA is based on the contract we have with the client. Therefore this can also be based on the domain but the list differs from that used to assign jobs to Reps so I can't just double up the rules that I use for Reps.

 

The rules engine seems to just stop processing once a match has been made and so I can't get a following rule to do the SLA assignment. Nor does there appear to be any way to tell the rules engine to go to another rule when it has finished the current rule.

 

The SLAs own rule engine only has the ability to match on criteria such as Priority, Category etc. None of which can be set automatically on the incomming email unless I sacrafice my Rep assignment rules. My SLAs and based on customers contracts, not on the type of job being logged.

 

How do other people cope with this. 

 

Please help me, I'm confused.