[SOLVED] Select Queue based on Service...

[laurie_neil]

Firstly, MASSIVE apologies if this topic has been covered before; I've searched but cannot find any posts relating to my problem...

OK, so I have a bunch of Queues, Sub-queues and services... When a customer is creating a ticket, I want the Sub-queue it lands in to be determined by the service selected at the Service drop-down.

Now, I already have the services displayed determine by the queue using the following entries in the Config.pm file:

Code: Select all

$Self->{TicketAcl}->{'ACL-Queue-FIN'} = {
        	Properties => {
        		Frontend => {Action => ['CustomerTicketMessage']},
        		Queue    => {Name   => ['Finance']}
        	},
        	Possible  => {
        		Ticket => {
        			Service => ['[RegExp]^Finance$',
        						'[RegExp]^Finance::*']
        		}
        	},
	};	
	
	$Self->{TicketAcl}->{'ACL-Queue-A_IT'} = {
        	Properties  => {
        		Frontend => {Action =>['CustomerTicketMessage']},
				Queue    => {Name   =>['IT']},
        	},
        	Possible  => {
        		Ticket => {
        			Service => ['[RegExp]^IT*']
        		}
        	}
	};

        $Self->{TicketAcl}->{'ACL-Queue-IT_Infra'} = {
        	Properties  => {
				Frontend => {Action =>['CustomerTicketMessage']},
				Queue    => {Name   =>['IT::Infrastructure']},
        	},
        	Possible  => {
        		Ticket => {
        			Service => ['[Regex]^IT::Infrastructure::*']
				}
        	}
	}

        );

What am I missing? The last entry, I want all services containing "Infrastructure" to be sent to the IT::Infrastructure queue...

Any help/pointers would be appreciated!

[laurie_neil]

I figured out how to do this using Generic Agents; if anyone else needs to know this, get in touch!

[kolathaya]

Dear laurie_neil,

I want to know, how to bring the services into dropdown list of a ticket. I have a list of services (40), so when ever a new tickets arrives I want to select appropriate service to that ticket and save. How to do this.

thanks