/build/static/layout/Breadcrumb_cap_w.png

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! :)




U9cYTb.jpeg

0 Comments   [ + ] Show comments

Answers (1)

Answer Summary:
Posted by: h2opolo25 10 years ago
Red Belt
0
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.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ