Find a broad queue rule that hides a specialist route

One matching rule can hide another

This original local rule list uses first match. R-general matches any known category and sends it to General; R-exports matches exports and sends it to Exports. The fallback is Intake. A null category is unresolved and remains with the named Intake owner; no conditional route is declared selected. The list is only a draft, never a live routing table.

Show the selected and shadowed routes

The baseline selects General through R-general and shows R-exports as shadowed. Put the specialist rule first: exports goes to Exports, while an ordinary enquiry still reaches General. No customer or rule is edited outside this local page.

1. Read the category
2. Evaluate rules in order
3. Select the first definite match
4. Retain later matching routes

An unknown category stays with Intake until classification evidence is supplied.

Test the draft before preparing a brief

Use the order selector and category selector to test specialist-first, ordinary and missing-category cases. Export includes the rules, selected rule and full match trace, so a reviewer can inspect the draft.

With category null, the route remains unresolved with Intake as the review owner and no selected rule; it is not General by assumption. Rules use distinct IDs, at most 30 entries, any or equals predicates and named queues. Missing or unsupported fields reject RULE_INPUT. These rules do not assess customer harm, consent or account identity.

Use the exported draft when discussing a custom enquiry/support workflow. Specify the intended first-match policy and default owner; keep impact priority separate.