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Business Rules - Assign incident to different Queues

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edited Feb 2, 2016 5:04PM in System Admin and Configuration 3 comments

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Hi all,

Here is a challenge... I have a requirement whereby I need to be able to assign a new Incident to Queue A. And that is easy enough. But then if the customer replies back, I need to be able to assign the incident to Queue B. And then if the customer replies back again, I need to be able to assign the incident to Queue C.

I was thinking of counting the number of customer messages in the thread. If it was one, assign to Queue A, if two, assign to Queue B, if three, assign to Queue C. But that doesn't seem to be feasible.

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