Customize ticket routing to queue

RT Developers
1

Hi,

I am new to request tracker and trying to figure out,

  1. How can I automate ticket to be created under a specific queue based on a custom field value?

  2. How can I prevent certain ticket to be not picked by a user if the ticket belongs to that user.?

Scenario
*User A has access to queue X
*Ticket #5 is created under queue X with custom field ‘customer’ as UserA

Requirement is User A should not be allowed to work/take the ticket where he is the customer

2

How can I automate ticket to be created under a specific queue based on a custom field value?

One approach is this:

Have the ticket be created like normal, then have a scrip run “On Create” to change the queue based on that custom field value. The con for this could be that users will see that a ticket was created in some queue before the ticket is moved to the other queue

How can I prevent certain ticket to be not picked by a user if the ticket belongs to that user.?

Rights are additive, so this behavior seems tricky. Should UserA be able to work all others tickets?

3

Thank you for your response. Yes , userA should be able to work on other tickets.

4

When you say “work on” do you mean become the owner of the ticket? Because if so you could have a scrip with an “On Owner Change” condition that checked if the new owner was the same as the requester and if so resets it to Nobody.