Helpdesk Ticket Rules to transfer tickets between helpdesk queues
Unfortunately I don't know sql queries very well and need some help. We are trying to make a very simple process for ticket submission for our users. Here is how it breaks down:
Main Help desk Queue - Tech Support
Hidden secondary Queues:
Tech Support is the inital queue point for all users to submit tickets. I want to make it so if you select a Category (Hardware) the ticket rule will transfer the ticket to the Infrastructure Queue. So basically based on what categoy you select would determine what queue it would go into.
I found this document:
But it's setup so that it requires a custom field for queue number.
Anyone has a good example or modifcation of this for what I need to do?
Thanks for your help