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Best Practices Question


Creating Rules to move help desk tickets to different queues

04/02/2015 2035 views
Is there a way I can create a rule to have tickets be moved into different queues based on which "owner" the user selects? Right now we have everything going into HelpDesk queue, but would love to be able to assign queues to users so I don't have to go in and sort them out after the fact. Any help is appreciated, thanks.
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  • I have a new select and update that ALMOST did what I needed it to do - only now, when you open that ticket after it has been moved into the appropriate queue, all the fields change, ie category, hardware, impact - they all get set to the first option under each category:
    SELECT HD_TICKET.* FROM HD_TICKET WHERE (OWNER_ID = 2608) AND (HD_QUEUE_ID != 16)

    UPDATE HD_TICKET SET HD_PRIORITY_ID = HD_PRIORITY_ID, HD_STATUS_ID = HD_STATUS_ID, HD_IMPACT_ID = HD_IMPACT_ID, HD_CATEGORY_ID = HD_CATEGORY_ID, HD_QUEUE_ID = 16 WHERE (OWNER_ID = 2608) AND (HD_QUEUE_ID != 16);

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