Create a rule that will move a new ticket from one queue to another based on the requesters email
I need to create a rule that says when email from XXX@mycompany.com comes in to the helpdesk queue move it to the appdev queue. can anyone help please?
Answers (1)
So try this SQL, you need to do a bit of ground work first, you obviously will need the Queue ID for the target queue and if that queue is using ticket templates then you will also need the template ID.
Select Statement
SELECT HD_TICKET.ID, USER.EMAIL
FROM HD_TICKET HD_TICKET
INNER JOIN ORG1.USER USER ON (HD_TICKET.SUBMITTER_ID = USER.ID)
WHERE (USER.EMAIL LIKE '%indigo%') AND
HD_TICKET.HD_STATUS_ID = 140
This is set to work when the status is new, but you will need to set the WHERE statement to work when you want it to.
Update Statement
UPDATE HD_TICKET
SET HD_TICKET.HD_QUEUE_ID = 17
AND HD_TICKET.TICKET_TEMPLATE_ID = 18
WHERE (HD_TICKET.ID in (<TICKET_IDS>))
This is where you need the Queue ID and the Template ID, if there is no template the value should be set to 0
