Hello, We're just now branching out into actual multiple queues with other departments, and I'm just have a few questions that are probably simple to answer, but I'd apprecaite the help!

 

1. How can I make it that when users submit a ticket, they can choose from the first two queues, but the third is hidden from view for the users? I think this is under User Preferences of the queue I want hidden, and uncheck "Allow all users as submitters"? But I'm not sure

 

2. In the code below,  As it stands now, if this rule is in queue 1, it runs for all 3 queues. If we put it in a second queue and enable it, we get 2 messages (i change the title for each so I see they show at the same time). How can I change this to identify with only one queue?

SELECT
      HD_TICKET.ID AS TICKNUM, -- $ticknum
      HD_TICKET.TITLE, -- $title
      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
      -- SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
      -- SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email
      S.NAME AS STATUS,   -- $status
      P.NAME AS PRIORITY, -- $priority
      CAT.NAME AS CATEGORY, -- $category
      'ithelpdesk@fnbli.com' AS NEWTICKETEMAIL -- $newticketemail
 
      FROM HD_TICKET
      /*status**********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
      /* priority ******/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
      /* category ******/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID                                                   
      /* submitter *****/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
                                                                              
      WHERE TIMESTAMPDIFF(MINUTE,HD_TICKET.CREATED, NOW()) > 60 and S.NAME ='new' AND HOUR(NOW()) > 7 AND HOUR(NOW()) < 18
      ORDER BY TICKNUM

If I have more I'll add it. Thanks!

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1

You need to attach the users to labels and allow the labels to submit or not.

Usually really simple.

Answered 08/16/2013 by: Nico_K
Red Belt

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