Email Routing

Email Routing option is provided for custom mail routing. SapphireIMS provides for routing e-mails to specific roles/users based on combinations of field values, custom SLA pre or post violation notifications or custom logic created in Java code. These routing rules are executed in parallel to other rules configured under Notification Rules or SLA.

Click on 'Email & SMS Notifications' option on the right hand side panel.
Click on 'Email Routing'. The listing of Email Routing rules is displayed.

Click on any rule to edit or click on 'ADD' to add a new rule. The Routing configuration screen is displayed.

Based on the selection of 'Rule Type', the fields are different and described in the sections below. The State Based Rule is used for notifications when certain conditions occur in the record. SLA Based Rule is used for Pre and Post SLA violation notifications. Custom Rule is used when a specific business logic has to trigger a notification. Custom Rules need knowledge of Java and it is best you contact SapphireIMS Support for specific needs.

Email Routing based on State and Field Values

When the 'Rule Type' is selected as 'State Based Rule' the screen below is displayed.

The fields are described in the table below.

Serial No	Field Name	Description
1	Title	Enter the Rule Name
2	Description	Enter the description for the rule
3	Rule Type	Select the Rule Type as 'State Based Rule'
4	State	Choose the state of the record for which the rule applies
5	Notification Template	Select the Notification Template to be used
6	Parameters Criteria Value	Select the Parameter which is one among the Service Desk Fixed or Additional Fields or Asset Fixed or Additional Fields. Select the Criteria from the list. Select a Value from the pre-configured values for the Parameter or enter the value.
7	Sub-Rule Condition	Click on 'Add Sub-Rule' to add a Sub-rule. You can create multiple sub-rules based on different parameters and join them with 'AND' or 'OR' conditions.
8	Rule Condition	Click on 'Add Main Rule' to add the main rule. Multiple Rules can be created and mapped to different sets of recipients.
9	Notify To	Select the recipients of the notification which can be one or more users,specific roles or an external e-mail address. Select the appropriate box and select the users or roles or enter the e-mail addresses. In the case of role, the roles which can be selected are 'Owner', 'Submitter' and 'Approval Manager'.
10	Info Rule	Check on the box to select other roles who will be recipients of the notification. Click on 'Map Rule'.

Repeat the process to add more rules. If any rule needs to be deleted, click on against the rule.
Click on 'Save' or 'Update' to save the rule.

Email Routing based on SLA

When the 'Rule Type' is selected as 'SLA Based Rule' the screen below is displayed.

The fields are described in the table below.

Serial No	Field Name	Description
1	Title	Enter the Rule Name
2	Description	Enter the description for the rule
3	Rule Type	Select the Rule Type as 'SLA Based Rule'
4	Notification Type	Select the Notification Type which can be a Pre-notification Level 1 or 2 (before SLA breach) or 3 levels of SLA breach notification.
5	Parameters Criteria Value	Select the Parameter which is one among the Service Desk Fixed or Additional Fields or Asset Fixed or Additional Fields. Any of the defined SLA can also be selected as a parameter. Select the Criteria from the list. Select a Value from the pre-configured values for the Parameter or enter the value.
6	Sub-Rule Condition	Click on 'Add Sub-Rule' to add a Sub-rule. You can create multiple sub-rules based on different parameters and join them with 'AND' or 'OR' conditions.
7	Rule Condition	Click on 'Add Main Rule' to add the main rule. Multiple Rules can be created and mapped to different sets of recipients.
8	Notify To	Select the recipients of the notification which can be one or more users or an external e-mail address. Select the appropriate box and select the users or enter the e-mail addresses.
9	Info	Check the box and select one or more roles to send the notification. Click on 'Map Rule'.

Repeat the process to add more rules. If any rule needs to be deleted, click on against the rule.
Click on 'Save' or 'Update' to save the rule.

Email Routing based on Custom Business Logic

You can create a notification rule to use a custom script written in Java. There is one script which is pre-shipped with SapphireIMS and which can be triggered based on Service Desk Field values or based on the result of a database query.
For development of custom logic for notifications contact SapphireIMS Support.
The Java class file and the associated property file needs to be located in the following folder

'<SapphireIMS Installed Path>\SapphireIMS\WebManagement\standalone\deployments\SapphireIMS.war\WEB-INF\classes\sapphire\mailroutingscripts'.

The Java class file and Property File needs to be configured into the rule.
Select the 'Rule Type' as 'Custom Rule'. The screen below is displayed.

The fields are described in the table below.

Serial No	Field Name	Description
1	Title	Enter the Rule Name
2	Description	Enter the description for the rule
3	Rule Type	Select the Rule Type as 'State Based Rule'
4	State	Choose the state of the record for which the rule applies
5	Notification Template	Select the Notification Template to be used
6	Property File	Enter the Property File name.
7	Class File	Enter the name of the Class file.

Click on 'Save' or 'Update' to save the rule.