KACE Product Support Question
Using ticket rules to route tickets based on category
12/16/2014 1875 views
Got thrown into the development of our KACE 1000 Service desk. I have done a lot of searching before posting which has been able to answer countless questions of mine. Except 1.
Now onto my question..
I have included a mock-up below of how I would like our Service Desk to function. When a user submits a new ticket to the "IT Helpdesk" there would be a custom ticket rule to route the ticket to a below "hidden from user" queue. This ticket rule would route based on the category selected.
ex: category = software::install --> Desktop Team queue. OR Category = VPN::New request --> Networking Team queue.
Is this something that someone has been able to do? Or is there a better way of achieving this sort of design?
Feedback is greatly appreciated! :)