You can now reference custom domains directly in Ticket Routing and the Workflow DSL. Multiple custom domains can coexist in a single tenant, each routed to its own ticketing workflow.
What was the problem?
Ticket routing worked by domain type (IT, HR, Facilities…), but couldn't distinguish between specific custom domains within a type. If you had more than one custom domain, your routing rules couldn't tell them apart. The only workaround was spinning up a separate ticketing integration per custom domain.
What's new
A new field, domain_destination, is now available in Ticket Routing. Add a custom domain in the panel, then reference it in your Workflow Routing and Workflow DSL.
How to configure
Setup → Ticketing Configurations → Routing & Workflow Conditions → Conditional Routes → DSL Routing Rules
Route on a specific custom domain or default domain:
context.system_context.domain_destination IN ["<domain_name>"]Note
The new field domain_destination covers both default and custom domains. Please start using this field going forward for either default or custom domains.
For default domains, the value is the domain name without any suffix:
IT_DOMAIN→"IT"FACILITY_DOMAIN→"FACILITY"HR_DOMAIN→"HR"
