Modifying a Smart Routing assignment

IMPORTANT! When you modify an existing SR assignment - whether it's assigned directly to a recipient, Duty Roster or by using a template - there are some guidelines to keep in mind!

SR rule assigned directly to a recipient or Duty Roster

In a case where you want to change SR rule that was assigned directly to a recipient or Duty Roster (See Assigning Smart Routing rules) - Any change to the rule, will not be populated to all of its direct assignees - Meaning direct recipients. For example, if you change the output devices in the rule, the recipient record will still present the original output device.

The logic behind this behavior is that if we assign a rule directly to a recipient - its becoming a private rule.

This behavior can be used in some scenarios, but our best practice is to use template instead.

SR rule assigned to a template

In case the SR rule was assigned directly to a template (See Assigning Smart Routing rules), all changes that were done to the rule via SNS++ Management > Smart Routing > Rules - will be populated also to the assigned recipients of this template.

When changes are made to the rule, but via the recipient record (SNS++ Management > Smart Routing > Recipients), then the outcome depends on the type of field:

1. If you changed the following fields: message format, excluding objects or output device configuration - you will not be able later, to override these fields from the rule settings (SNS++ Management > Smart Routing > Rules). From now on, this specific recipient, has its own set of values for these fields.
   

    For example, if you have template for SQL servers with 5 recipients and one of the recipients don't want to receive alert regarding SQL test servers, he can stay a member of this template and use 'Exclude' option. 

   Another example - If the specific rule definition in the template is 24x7 for SMS and one of the recipients in the template wants to receive the alerts only on working hours. He can change the time frame for this specific rule but still stay a member of the template and gets the other alerts as other members.

2. On the other hand, If you change any other fields on the recipient record, like for example Check Level, and later on you decide to modify these values from the rule itself and populate the change to all recipients of this template -  The new value will override also the change that you did previously on the specific recipient.