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ITSM - Coggle Diagram
ITSM
OmniChannel
Queues
OmniChannel Routing
Fires after Assignment Rules
fire only if incident is tied to a Queue that is part of a Service Channel.
rerouting will not occur if agent changes (even Agentforce Agent) to another queue
But a flow or OmniChannel flow may be triggered to re-route (save-trigger or Assignment Rule)
This prevents manual re-routing. Only system generated re-routing is allowed.
Service Channels
OmniChannel console
Change Request
Need to closure
Schedules
Release Management
connection to Jira?
Action Plans
Incident Management
Parent Incidents
Service Catalog
Fulfillments
Self Service
Agentic IT Service
IT Service Calendar
Change Requests
Releases
Business Moritoriums
Maintenance Windows
Holidays
IT Notifications
Simplified ability to set up notifications:
Incidents, Problems, Change Requests, Releases, Cases
Problem Management
Assignment Rules