Using RT 3.8.7. I have two departments, IT and Maintenance, each with their own matching subqueues based on the building the calling ticket is from (ex. IT-BuildingA, Maint-BuildingA, IT-BuildingB, Maint-BuildingB, etc). Rather than list 20 queues for the user to choose from for creating a ticket, I want to give just two: IT and Maint. I have the Buildings listed in a required custom field {CustomField.building}.
When a ticket is created in either of the two main queues, I want it to be immediately moved to the appropriate department-building queue based on the initial queue and custom field.
I am assuming that I need to write a scrip that will do this using the condition of On Create, but I do not know the best way to go about this. I am familiar with C++ and PHP and this is my first foray into Perl, so please excuse my C-centric thinking and kindly direct me. Do I create a long if-elseif structure that lists all queues and subqueues? Does anyone have a sample scrip that does something similar that you would be willing to share?
I have read the RT Essentials book.
Thank you,
Eric
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