Get team routing rules

MCP tool to retrieve routing rules for a team in the Thena platform.

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.

Example prompt

Get routing rules for team T88WCYYHPS

Input parameters

Name	Type	Required	Description
teamId	string	Yes	The ID of the team to retrieve routing rules for

Response fields

Below are the fields you may see in each routing rule object in the response:

Field	Type	Description
id	string	Routing rule unique ID
name	string	Routing rule name
description	string	Routing rule description
teamId	string	Team ID this rule belongs to
evaluationOrder	number	Priority/order for rule evaluation
resultTeamId	string	Target team ID for routing
fallbackTeamId	string	Fallback team ID if primary routing fails
andRules	array	Array of AND conditions (all must match)
orRules	array	Array of OR conditions (any can match)
createdBy	string	Name of user who created the rule
createdById	string	ID of user who created the rule
createdAt	string (ISO8601)	Creation timestamp
updatedAt	string (ISO8601)	Last update timestamp

Rule fields (andRules/orRules)

Each rule in the andRules and orRules arrays contains:

Field	Type	Description
field	string	Field to match against (e.g., “priority”, “status”)
operator	string	Comparison operator (e.g., “EQUALS”, “CONTAINS”)
value	string	Value to match against
precedence	number	Rule precedence/priority

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"
}

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