Provider Routing Rules determine which workplace cases and tasks are sent to which FM providers. Rules use standard ServiceNow condition builders to evaluate case attributes.

Before you begin

Role required: sn_wsd_case.manager

Procedure

1. Navigate to All > Workplace Case Management > Facilities Management - Setup > Provider routing rules.
2. Select New.
3. On the form, fill in the fields.

   Table 1. Provider routing rules

   Field	Description
   Provider	The FM Provider this rule routes to.
   Active	Indicates if the rule is currently active.
   Order	The priority sequence number that determines when this rule is evaluated relative to other routing rules. Routing rules are prioritized as follows: Order field (in ascending order, with lower numbers given higher priority) Provider creation date (providers created earlier are prioritized) Rule creation date (rules created earlier are prioritized)
   Table	The ServiceNow table that this routing rule applies to. This defines which record types will be evaluated against this rule. For example, Workplace Case [sn_wsd_case_workplace_case].
   Condition	The criteria that must be met for this routing rule to match and apply to a workplace case or task. Use the AND, OR condition builder to define one or more conditions based on field values such as service type, location, building, or any other workplace case fields. The system evaluates these conditions against incoming workplace cases to determine provider routing. For example, [Workplace service] [is] [Cleaning].

4. Select Submit.

Example

Route the case to Provider B when the workplace service is Heating & Cooling and the location is Building A