How should default routes be configured?
Routing rules are applied to incoming locates. If a routing rule matches a locate, the locate is routed to the specified area. A typical routing rule is “if the ticket is for Springfield, Missouri then route the ticket to Jim”. A default route is a routing rule that is created to handle the case where none of the typical routing rules apply. A good way to structure these default routes is like this: “if the ticket is received on the MOOC feed then route it to the ‘MO-Unassigned’ bucket”. If a rule like this is created for each feed, this will guarantee that all incoming tickets will be routed somewhere. You might think that you could configure the default routes as: “if the ticket is for the state of MO then route it to the ‘MO-Unassigned’ bucket”. However, this can fail in some cases. For example, a MOOC ticket may actually be for a property in Kansas. In this case the default routing rule will not apply to it, so it is better to use the feed name in default routes rather than the sta
