Every Ticket That Mentioned a Password Went to a Team of Two

说明与用途

基于关键词的自动路由导致大量与密码相关的工单被错误地分配给身份团队，增加了工作负荷并延迟了真正的锁定问题。

问题

Automatic routing rules based on keyword matching caused a large portion of tickets to be misrouted to the identity team, increasing their workload and delaying real lockout issues.

结果

Keyword-based routing drastically reduced assignment time but caused significant misrouting, overwhelming the identity team and delaying critical lockout resolutions.

工作流

• 1. Email arrives at service desk.
• 2. Routing engine checks 60 keyword rules from top to bottom; first match wins.
• 3. Tickets containing "password" or "login" are sent to identity queue.
• 4. Identity team processes tickets; many are reassigned if unrelated.
• 5. Reassignments are tracked; rules sending >15% wrong tickets are reviewed weekly.

证据

Every email to our service desk was read by an analyst who decided which team should handle it. It was slow at busy times, so we replaced it with automatic routing.

来源

About sixty rules, written in a workshop with each team, look for words in the subject and body and send the ticket to a queue. The rules are checked from the top and the first match wins.

来源

The identity team, two people who deal with locked accounts and access, asked for their rules to sit near the top, because a locked out manager cannot wait. One of those rules sent anything containing the words password or login to them.

来源

In the first month the desk looked transformed. The average time to assign a ticket fell from forty minutes to under one. Meanwhile the identity queue grew from about thirty open tickets to four hundred and ten.

来源

When we sampled two hundred tickets in that queue, seventy one percent belonged to another team.

来源

Routing now relies mainly on the category people choose in the desk portal, with three plain options for access problems, and on the subject line rather than the body. Signatures and footers are stripped before any rule looks at a message.

来源