Cloud-delivered Case ManagerCase Manager Documentation

When Case Manager creates an incident, an incident rule evaluates it against one or many conditions that you define, then assigns it to a queue or priority, or restricts access to it. For example, you can create an incident rule that assigns an incident to a Tier 3 queue if an email's to field is phishing@mycompany.com.

Case Manager evaluates an incident against each rule in the list from top to bottom. Once the incident reaches the first rule for which it matches the conditions, Case Manager stops evaluating and ignores the remaining rules in the list.

You can create, reorder, edit, and delete an incident rule.Create an Incident RuleCreate an Incident RuleReorder Incident RulesReorder Incident RulesEdit an Incident RuleEdit an Incident RuleDelete an Incident RuleDelete an Incident Rule