Move ticket to a different queue based on requesters name
Hi all, all my tickets come into a queue called “IT support”. I have one external vendor email is Vendor@vendor.com who I want their emails to create a ticket as usual, but then move to a different queue “Digital_Services_Request” and assign it to user “digital services”. I have the first part using the wizard on assigning the user, but the wizard doesn’t give the option to change the queue.
Thanks for your help I appreciate it.
So you need to write the SQL to move the ticket, but you need to be aware if any of the fields, particularly custom fields are different between queues.
If not it’s easy, the field you are looking for is HD_TICKET.QUEUE_ID I think, you can write a really simple rule to change that value.
But be careful if you have any ticket templates in place it is not so simple, you will need to also set the HD_TICKET.TEMPLATE_ID VALUE too or you will create problems