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MCP Tool: get_team_routing_rules

Retrieves all routing rules configured for a specific team. These rules determine how tickets are automatically assigned and routed within the team based on various conditions and criteria.

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Example Prompt

Get routing rules for team T88WCYYHPS

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Input Parameters

NameTypeRequiredDescription
teamIdstringYesThe ID of the team to retrieve routing rules for

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Response Fields

Below are the fields you may see in each routing rule object in the response:
FieldTypeDescription
idstringRouting rule unique ID
namestringRouting rule name
descriptionstringRouting rule description
teamIdstringTeam ID this rule belongs to
evaluationOrdernumberPriority/order for rule evaluation
resultTeamIdstringTarget team ID for routing
fallbackTeamIdstringFallback team ID if primary routing fails
andRulesarrayArray of AND conditions (all must match)
orRulesarrayArray of OR conditions (any can match)
createdBystringName of user who created the rule
createdByIdstringID of user who created the rule
createdAtstring (ISO8601)Creation timestamp
updatedAtstring (ISO8601)Last update timestamp

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Rule Fields (andRules/orRules)

Each rule in the andRules and orRules arrays contains:
FieldTypeDescription
fieldstringField to match against (e.g., “priority”, “status”)
operatorstringComparison operator (e.g., “EQUALS”, “CONTAINS”)
valuestringValue to match against
precedencenumberRule precedence/priority

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Sample Response

{
  "data": [
    {
      "id": "RR001",
      "name": "High Priority Tickets",
      "description": "Route high priority tickets to senior team",
      "teamId": "T88WCYYHPS",
      "evaluationOrder": 1,
      "resultTeamId": "T99WCYYHPS",
      "fallbackTeamId": "TAAWCYYHPS",
      "andRules": [
        {
          "field": "priority",
          "operator": "EQUALS",
          "value": "high",
          "precedence": 1
        },
        {
          "field": "status",
          "operator": "NOT_EQUALS",
          "value": "closed",
          "precedence": 2
        }
      ],
      "orRules": [
        {
          "field": "account",
          "operator": "CONTAINS",
          "value": "enterprise",
          "precedence": 1
        }
      ],
      "createdBy": "John Doe",
      "createdById": "USER123",
      "createdAt": "2025-07-24T07:19:10.258Z",
      "updatedAt": "2025-07-24T07:19:10.258Z"
    },
    {
      "id": "RR002",
      "name": "Bug Reports",
      "description": "Route bug reports to QA team",
      "teamId": "T88WCYYHPS",
      "evaluationOrder": 2,
      "resultTeamId": "TBBWCYYHPS",
      "fallbackTeamId": null,
      "andRules": [
        {
          "field": "type",
          "operator": "EQUALS",
          "value": "bug",
          "precedence": 1
        }
      ],
      "orRules": [],
      "createdBy": "Jane Smith",
      "createdById": "USER456",
      "createdAt": "2025-07-24T08:19:10.258Z",
      "updatedAt": "2025-07-24T08:19:10.258Z"
    }
  ],
  "status": true,
  "message": "Team routing rules retrieved successfully!",
  "timestamp": "2025-07-25T12:50:38.937Z"
}