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Best way to Create Incident Rules for Many Value Combinations

Accepted answer
edited Mar 16, 2020 3:50PM in Agent Desktop 2 comments


Best way to create Incident rules for many combinations of values coming from REST service



We need to create incidents and assign to various queues based on values that are coming in through a REST service.  There are lots of combinations of values that determine which queue the incident is assigned to and building rules for these is getting out of hand.  We can handle the queue assignment inside the REST service when creating the incident but at this point it is not an option.  

How are people handling setting values in fields (this case queue) when having to deal with lots lots of conditions......ex, is there a way to use incident rules in order to lookup values in a predefined table/array that will return which queue the incident needs to be assigned to?  I see the "Execute Object Handeler", Execute External Event", and "Call Function" but have no idea as to how I would incorporate these. 

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