How to assign tickets automatically to a priority group

Question

Hi All,

I created priority groups to align with the different support teams for different products we have. in order to be able for customers to open a specific ticket to a specific group and allow this ticket to be automatically assigned to a specific user in this group
I added a custom field name "group" to my ticket form and even created an automation saying that according to the group selected in the form the ticket will be assigned.
However, I cannot seem to think of a way on connecting those to the priority group

any ideas?

Hava Salit · Answer

Thanks, Just to update here how we solved it. 
1. create a priority group per team
2. Create a queue to match this group
3. created an automation to assign tickets to the group TL according to the priority group (need to create a custom priority group field for this for the issue form)

Jack Brickey · Answer

The "Teams" field cannot be used to meet your needs. You should create a custom field or Form field "Priority group" that is the exposed to the customer. Then you can filter upon this for internal use.

Hava Salit · Answer

just a basic "filter" so the relevant team members will know to focus only on their group
and not to search items in other groups.
I am familiar with the team field - but in JSM it did not let me use it in the incident ticket form (only internally, however, I want the customers to be able to select it) nor while creating the queue (and I know it is not working out of the box in any automation - has this figure out in the JSC, so If I will be able to use it the automation part is solved :) ). I am using the premium version.
if there is a simpler way using "teams" I much prefer it.