Route service desk tickets to different queues based on unlinked Forms answers

Mikeb_uaakec

I have, say, 5 different request types in JSD. Each of them has at least one form and those forms have multiple-choice questions that are NOT tied to a jira custom field. 

I want to be able to determine which queue a ticket should go to based on the answer to one (or more) of those multiple-choice questions. 

For example:
Request Type `Mobile` has a form that assesses if the request is about: 
1. Login
2. Upload
3. UI

Based on the answer to that question I want to route the ticket to the right queue for the right team. Is this possible? 

This example is obviously simple. I know I could create custom fields to map to these form questions, but there are many, and the response options are often updated. 

We cannot use add-ons. 

Mikael Sandberg

Queues are basically just filters, so in order to route ticket to the right queue based on form answers you would either need to link the field to a Jira field. The other option would be to use the API for Forms to get the answer and then either set a component or a label and this will route the ticket to the queue.