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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Answers (1)

Answer Summary:
Posted by: h2opolo25 6 years ago
Red Belt
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.

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