Help Desk - Assign specific category Service Request to Specific queue
in Help Desk
Summary:
Hello
Currently, we have configured the Queue assignments based on employee's Business Unit.
example: if User x is from United States BU and submits the ticket, the SR routes to America's queue.
But now, we have requirement on top of this as 'if user chooses particular category(Internal Issue), then SR must route to Sensitive Queue regardless of the user BU.
can anyone have any insights on how can we implement this. I tried adding assignment Rules based on category, but since we have other condition based on BU, system still taking the SR to queue based on BU, can we write any groovy script where
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