Automatic Department Assignment

Ramon · **Automatic Department Assignment -** 16-01-2007, 06:24 PM

I'd like to assign a ticket automatically to a department based on the group the submitter is a member of. E.g.

user A is member of the group "General" > tickets goes to Level1 department
user B is member of the group "Gold" > ticket goes to Level2 department

Is there a way to achieve this?

I appreciate any suggestion and feedback.

- Ramon

supportskins · 16-01-2007, 07:34 PM

I do not suppose this would be possible, not even using Mail Parser Rules. I guess you will have to do this by hand.

Ramon · 18-01-2007, 06:37 PM

I think I found a solution

Create an SLA with timout 0.1h
Assign the SLA to the group e.g. "Gold"
In the escalation rule move the ticket to the respective department

Voila

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supportskins Offline Senior Member Posts: 3,681 Join Date: Aug 2006 Location: Mumbai, India	16-01-2007, 07:34 PM I do not suppose this would be possible, not even using Mail Parser Rules. I guess you will have to do this by hand. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Ramon Offline New Member Posts: 4 Join Date: Jan 2007	18-01-2007, 06:37 PM I think I found a solution Create an SLA with timout 0.1h Assign the SLA to the group e.g. "Gold" In the escalation rule move the ticket to the respective department Voila