The way our helpdesk is setup, we have a main IT queue that users can open tickets to. Within IT we've broken down the main queue into several queues (Network support, PC Support, Programming...). Right now a ticket gets created, a helpdesk technician assigns the ticket to a technician but I am getting complaints because they have to take the time to know what queue a technician is in a then move the ticket to that queue. Is there a way to automatically move a ticket to select queue based on the technician the ticket is assigned to? For instance if I am a PC tech and a ticket is assigned to me, the ticket would automatically get moved to the PC support queue.


Thanks

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  • That should be possible, if you look at the main HD_TICKET table you will see that you have the technician identifier shown in the OWNER_ID field and also the Queue ID showing in the HD_QUEUE_ID.

    You will need to write a ticket rule that performs the logic of:

    IF OWNER_ID = "10" the set HD_QUEUE_ID = "5"
    IF OWNER_ID = "11" the set HD_QUEUE_ID = "3"

    That will probably work
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