The way our helpdesk is setup, we have a main IT queue that users can open tickets to. Within IT we've broken down the main queue into several queues (Network support, PC Support, Programming...). Right now a ticket gets created, a helpdesk technician assigns the ticket to a technician but I am getting complaints because they have to take the time to know what queue a technician is in a then move the ticket to that queue. Is there a way to automatically move a ticket to select queue based on the technician the ticket is assigned to? For instance if I am a PC tech and a ticket is assigned to me, the ticket would automatically get moved to the PC support queue.


1 Comment   [ - ] Hide Comment


  • That should be possible, if you look at the main HD_TICKET table you will see that you have the technician identifier shown in the OWNER_ID field and also the Queue ID showing in the HD_QUEUE_ID.

    You will need to write a ticket rule that performs the logic of:

    IF OWNER_ID = "10" the set HD_QUEUE_ID = "5"
    IF OWNER_ID = "11" the set HD_QUEUE_ID = "3"

    That will probably work
Please log in to comment

There are no answers at this time
Answer this question or Comment on this question for clarity


Admin Script Editor
Admin Script Editor is an integrated scripting environment available free here at ITNinja