Hello Everyone,
Is it possible to make an ACL which sends a ticket directly to a specified Queue when the ticket has a specified service in it?
As you can see above I tried to make a test ACL to do this, but it won't work.
All tickets arrive in the inbox queue and tickets with the "test" service should go straight to the "Process Engineering" queue.
Could someone please help me with this?
---
Jonathan
[SOLVED] Send ticket to Queue based on service (ACL)
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jonathanb
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[SOLVED] Send ticket to Queue based on service (ACL)
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Last edited by jonathanb on 04 Mar 2016, 12:45, edited 1 time in total.
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blastik
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Re: Send ticket to Queue based on service (ACL)
ACL's are not meant for this. Let me copy paste you the info from the manual....
Access Control Lists (ACLs) can be used to control access to tickets, modules, queues, etc., or to influence actions on tickets (closing, moving, etc.) in certain situations.
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reneeb
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Re: Send ticket to Queue based on service (ACL)
You should create a generic agent for this...
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jonathanb
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Re: Send ticket to Queue based on service (ACL)
@blastik
Thank you for your reply.
I saw moving and thought you could make the ticket move, but now I understand that they mean the permission on the moving command.
@reneeb
Thank you for your reply.
That did the trick! I thought that the Generic Agent was for something else, but this is great and opens a lot of options for me.
Thank you both for your help!
Thank you for your reply.
I saw moving and thought you could make the ticket move, but now I understand that they mean the permission on the moving command.
@reneeb
Thank you for your reply.
That did the trick! I thought that the Generic Agent was for something else, but this is great and opens a lot of options for me.
Thank you both for your help!