Configuring Incident Workflow Routing Rules

You can automate the assignment of incidents to workflows using condition-based routing rules based on the details in the incident when they are added to OneTrust. These routing rules help provide more control and flexibility when using workflows to monitor and respond to incidents.

To add a routing rule

  1. On the Incident Management menu, select Setup > Workflows & Rules.

    The Incident Workflows screen appears.

  2. Click the Routing Rules tab.

    The Routing Rules screen appears.

  3. Click the Add Rule button to add a new card to the list.
  4. Enter a name for the new rule.
  5. Click the Add Condition button to add a conditional trigger to the rule.
  6. Complete the fields. For more information, see Routing Rules Screen Reference.
    Note:

    Currently, you cannot add user-type attributes to routing rules. This feature will be available in an upcoming release.

  7. Click the Save button to save the routing rule.

Routing Rules Screen Reference



Field
Description
Conditions

Select All or Any.

Attribute

Select the attribute for the conditional trigger. Custom attributes can be managed in the Attribute Manager. The available default attributes include the following:

  • Incident Type

  • Method of Reporting

  • Organization

  • Jurisdictions

  • Notification Needed

  • Jurisdiction

Operator

Select an operation for the chosen attribute. The available default operations include the following:

  • Equal To

  • Not Equal To

Value

Select a value option to complete the conditional trigger. Custom value options can be managed in the Attribute Manager.

Actions

Select the action you would like the routing rule to perform when an incident matches your configured trigger conditions. The current options are:

  • Assign Owner

  • Assign Organization

    Note:

    If an organization linked to the routing rule is deleted, you must reenter routing rule details. You can assign to an organization and an assignee from that organization.

  • Assign Workflow

  • Assign Incident Deadline

To view routing rule activity history

  1. On the Incident Management menu, select Setup > Workflows & Rules.

    The Incident Workflows screen appears.

  2. Click the Routing Rules tab.

    The Routing Rules screen appears.

  3. Click the Context Menu icon for the rule in which you would like to view the activity history.

    The Rule Activity modal appears.


    Rule Activity modal showing the activity history for a selected routing rule, including date, user, and action details.
  4. Click the Close button.

Best Practices and Expert Advice

Routing Rules

You can automate the assignment of incidents to workflows using routing rules based on the incident details. Routing rules help move minor incidents through a simple triage workflow instead of moving through more advanced workflows. They also help assign incidents to more complex workflows should they trigger certain thresholds.