Using ticket rules to route tickets based on category
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! :)
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Posted by: h2opolo25 6 years ago
This should be possible but it'll probably be easier to create a bunch of separate rules for each category.
You can update HD_TICKET.HD_QUEUE_ID to a specific value if HD_TICKET.HD_CATEGORY_ID is a specific value.
You would also have to update the HD_TICKET.HD_CATEGORY_ID to whatever the ID is for your category in the new queue. This should probably be done by using the HD_CATEGORY.NAME field if the name of the categories are going to stay the same across the queues.