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Routing Rules - Reordering

Article ID: Q731593

Category: FAQ - How To

The information in this article applies to:

  • Routing Rules
  • version 7.2.0 Up
  • Routing Rule

I have a Routing Rule that collects all the mail from a specific email address, if I want another rule that behaves differently but has some of the same condition(s) as another rule, how do I make the new rule route the email without the other rule routing it first?

Routing Rules have a processing order which can be viewed via the 'All' tab within the Routing Rules window, each correspondence received is compared to these rules in ascending order.
To ensure the Routing Rule that you expect to route the email is the actual rule that routes it, that rule needs to be above a more generic rule.
NOTE: More specific Routing Rules should always be ordered to process before generic ones.

For Example: versaSRS has three Routing Rules configured, the conditions for which are as follows:

Routing Rule 1
To: support@example.com
From: example@requestor.com

Routing Rule 2
To: support@example.com
From: example@requestor.com
Subject: *help*

Routing Rule 3
To: support@example.com

In order to have these all work as expected you need the Rules to be ordered:

  1. Routing Rule 2
  2. Routing Rule 1
  3. Routing Rule 3

If Routing Rule 3 is the first to appear in the processing order the other two rules will get ignored because there was a match on that rule.

You have several methods available to reorder the Routing Rules depending on your needs:

Method 1: Move Up and Move Down buttons

Routing Rules Reorder Move Up/Down Buttons

This is best to use when the rule only needs to be moved up or down a couple places in the Order.

1. Select the rule that you want moved by clicking the entry, this will highlight it in blue (as shown in above image).

2. Press either the Move Up or Move Down button (depending on your needs), this will move the rule to the desired position.

In our example we have moved the "Spam Catcher" rule to the third position in the Order (pictured below) using the Move Down button.

Routing Rules Reordered Example 1

Method 2: Right-Click Menu 'Move To...'

This is best for situations where you've created a rule to log certain Cases to a specific Team, and an existing one is logging them first.

1. Locate the rule that is currently logging the intended Cases in versaSRS. This can be found in either the MailIn log file or on the inner History tab of the Case History tab (pictured).

Case Inner History Tab

Within the Case Inner History tab double click the CALL_LOGGED_VIA_ROUTING_RULE audit log entry to open the Action Details window, this shows what rule logged the Case.

Action Details Call Logged Via Routing Rule

In this scenario the rule "ITC - Marketing to IT" has logged the Case, due to the Subject line of this email a different rule should've logged it, that rule must now be moved above the one that logged the Case to ensure future Cases are logged as expected.

2. In the Routing Rules window locate the rule that logged the Case, as you can see in the pictured example the rule "ITC - Marketing to IT" has an Order of 5, this is the position we will set for the rule that should be logging the Cases.

Routing Rules Reorder Example 2

3. Locate the expected rule for logging these Cases (in this example it is the one named "Route To Accounts") and right-click the entry, select the Move To... option.

Routing Rules Reorder Move To...

In the dialogue box that opens input the Order number to move the rule to, for this example it is 5, then click OK.

Routing Rules Reorder Move Rule To Position

The correct rule will now be ordered above the rule that was unexpectedly logging certain Cases.

Routing Rule Reorder Example 3

Method 3: Right-Click Menu 'Move To Top/Bottom'

This is best to use when a new rule has been created to deal with an email loop and it needs to be the first one in the Order.

1. Any newly created Routing Rules will automatically be added to the bottom of the Order list. In the below pictured example the new rule "Auto-Reply loop 06/09/2023", which has been created to stop an active email loop, has been added in the next available spot in the Order.

Routing Rules Reorder Example 4

2. This rule needs to be at the top of the list, to quickly achieve that right-click the rule and select the option 'Move To Top'.

Routing Rules Reorder Move To Top

The rule is now at the top of the list in Order position 1.

Routing Rules Reorder Example 5

Do the reverse of the above and select 'Move To Bottom' in order to quickly move a rule to the last available Order position.

414 Prevent Email Loop Creating Multiple Cases

576 Routing Rules - Troubleshooting

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Last Reviewed: 16/10/2024
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Last Reviewed:
16/10/2024

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