KACE Product Support

There is no way to create sub queues. Queues are separate and don't have anything to do with each other. When you set up the queues you can set it up so only people in ASIA can see the ASIA queue...etc.

If you mean, all tickets come into the Generic queue. You could use a ticket rule but the ticket coming in would have to have a trigger that allowed the rule to run and transfer the ticket.

Some KB articles on it.

http://www.itninja.com/question/custom-ticket-rule-to-change-queue

http://www.itninja.com/question/custom-ticket-rule-to-move-ticket-to-queue-based-on-submitter-id-default-queue - nshah 8 years ago

thanks,


im getting error while using rules to move ticket between the queues



pls check my statement if its correct.
what im doing is if CUSTOM_FIELD_VALUE8 like '%America%' then move the tickets to queue_ID =20.

SELECT HD_TICKET.ID, HD_TICKET.TITLE,
HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.ID, HD_CATEGORY.NAME
FROM HD_TICKET
JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE HD_TICKET.CUSTOM_FIELD_VALUE8 like '%America%'
AND HD_TICKET.HD_QUEUE_ID = 16
ORDER BY HD_TICKET.ID




UPDATE HD_TICKET
SET HD_TICKET.HD_QUEUE_ID = 20
WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
AND HD_TICKET.ID = <TICKET_IDS>;


05/11/2016 03:01:34> Starting: 05/11/2016 03:01:34 05/11/2016 03:01:34> Executing Select Query... 05/11/2016 03:01:34> selected 2 rows 05/11/2016 03:01:34> Executing Update Query... 05/11/2016 03:01:34> mysqli error: [1064: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near '122' at line 4] in EXECUTE("UPDATE HD_TICKET SET HD_TICKET.HD_QUEUE_ID = 20 WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID AND HD_TICKET.ID = 122,122;") 05/11/2016 03:01:34> Ending: 05/11/2016 03:01:34 - rahimpal 7 years ago