Our K1000 currently has two queues, one for the IT Dept and the other for Maintenance and Operations (M&O). The IT queue allows any registered user to create a new ticket, however the M&O queue only allows a handful of users to create tickets. The list of M&O submitters is managed by a label named M&O_Submitters. The problem is that we are now seeing non-approved users create M&O tickets in the IT queue.

We would like to create a ticket rule that checks tickets on save to verify that the submitter is a member of the M&O Submitters label. That way when we transfer tickets from the IT queue to the M&O queue it can automatically close unapproved tickets and send an email asking the submitter to contact their approved submitter. We’re looking for the logic that would basically say IF SUBMITTER is not in M&O_SUBMITTERS LABEL then close ticket and send email to submitter. Any advice would be greatly appreciated.

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