How to put ticket in to queue based on dynamic field rule?

[duffy]

Hello,

I have a queue USA, and i have dynamic field called Sales Group, that is being filled by the script when customer user is being created (by the script).

I want all tickets created by customers users that belong to specific Sales Group (dynamic field) be created in queue USA (with specific auto reply message).

Any idea how to do it? With ACL?

Thanks in advance.

Rado

[crythias]

You don't. And that's the wrong way to do it.

A queue is which set of agents are eligible to support your request.

[duffy]

So I cannot route ticket when creating into specific queue?

[reneeb]

Unfortunately, when the ticketcreate event is fired, the dynamicfields aren't set. So it would require custom development to achieve this...

[alexus]

Unfortunately, when the ticketcreate event is fired, the dynamicfields aren't set. So it would require custom development to achieve this...

Yes, but you can use dynamic field update event for ticket with state "new". It wouldn't require custom development !

[duffy]

Thanks!