Ticket rule to assign to submitters manager (As per category)
I'm having trouble tackling the logic for this possible ticket rule I'd love to have. Pre-note: My LDAP Import DOES pull in the manager information from AD when the user is imported, if that is referencial.
My tickets have CATEGORY as a required field. One group of categories is SOFTWARE::MICROSOFT OFFICE::WORD, and the rest of them. When this category is selected, I would like for the ticket to be assigned to the submitters manager. Although the Select logic would make sense (WHERE hd_ticket.Category = 'Soft....) but how would I pull the submitter information and assign it to THEIR manager.
If it would make any difference: I already have a rule that populated the custom_field_value2 with the submitters label, and maybe dependant on that label I would have it assigned to a person? But then I would have to write a rule for each label....