Automate Queue Changes
Hello all, complete newb here. I'm trying to get something figured out:
On the Help Desk, I want to have separate queues, no problem, got that part figured out...
What I want to do is, create a rule based on what category is selected. For example, if the category "Hardware" or "Software" is selected by the user, I want that ticket to be put into our "General IT" queue. However, if the user selects "Phones" as the category, I want the ticket to automatically go into our "Phone" queue since it's a slightly different department that works on our phone systems.
I've found how to do most of the other Ticket Rules, but changing queue based on a set variable is eating my lunch! I'm guessing this would be a custom SQL job, but hoping it's something simple we can impliment. Thanks in advance for your help
On the Help Desk, I want to have separate queues, no problem, got that part figured out...
What I want to do is, create a rule based on what category is selected. For example, if the category "Hardware" or "Software" is selected by the user, I want that ticket to be put into our "General IT" queue. However, if the user selects "Phones" as the category, I want the ticket to automatically go into our "Phone" queue since it's a slightly different department that works on our phone systems.
I've found how to do most of the other Ticket Rules, but changing queue based on a set variable is eating my lunch! I'm guessing this would be a custom SQL job, but hoping it's something simple we can impliment. Thanks in advance for your help
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Posted by:
GillySpy
13 years ago
Ok, this is certainly possible but this is an advanced use of ticket rules. You could take combination of this and this to get what you want, but if that scares you and you don't want to do the customization there may be an easier way.
Warning: there's an assumption that parent-child tickets are okay for this part:
It doesn't look a whole lot easier on the surface but because you're using more of a canned approach it is my opinion that it would be easier. Using this article you could create a child ticket when they make their choice. The child would be created in the desired queue by a rule. But the rule isn't manipulating the database as much -- it's sending an email to the other queue to do it.
P.S. There is a rules specific forum
Anyway, food for thought. If that scares you then you may want to consider some services or maybe someone on here would write it for you.
Warning: there's an assumption that parent-child tickets are okay for this part:
It doesn't look a whole lot easier on the surface but because you're using more of a canned approach it is my opinion that it would be easier. Using this article you could create a child ticket when they make their choice. The child would be created in the desired queue by a rule. But the rule isn't manipulating the database as much -- it's sending an email to the other queue to do it.
P.S. There is a rules specific forum
Anyway, food for thought. If that scares you then you may want to consider some services or maybe someone on here would write it for you.
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