What is difference between Routing Rule Sets and Workflows

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Posted on by Cyclefitness

I can't seem to find the distinguishing difference between these two features. Can someone help me with a conceptual understanding?

Thank you!

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ScottDurow 21 on at

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Hi Debra,

Routing Rules actually create workflows under the covers (you might have noticed) - so really they are the same feature but you can think of the routing rule as a 'wizard' to make it easier.

Hope this helps.

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Cyclefitness on at

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Thanks, Scott. The reason I'm curious is that the user can explicitly route a case using a rule set. I read somewhere that there can only be one running at a time, so if the case routing rule is running we couldn't be running the finance approval routing at the same time. Is that correct?

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Aileen Gusni 44,524 on at

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Hi Debra,

The routing rule set is basically a workflow as well, same as SLA also actually will create workflow.

But, if workflow you need to define your action yourself.

If Routing rule you just need to configure, the criteria and then route to whom or which team.

Routing Rule will work for the create new case or if you have created the case but too late the rule not applied yet that time, you can run it manually (same as actually run a workflow on demand) so, routing rule is a workflow as well, can trigger auto or by on demand...

As I know you can have 1 default routing rule but many routing rule item inside.

Thanks

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Mohammed Fakhri 402 on at

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Hi, I have a routing rule that is constantly falling into waiting state. I can see thousands of them in system jobs entity. well my question is if I resolve the error, will they automatically resume or will they not?

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Mohammed Fakhri 402 on at

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did not resume automatically.

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