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Hello,
We have transitioned into using jsm and an issue is if users dont properly place the ticket with affected services and simply email a ticket/issue it cannot be sorted properly.
I am new to JSM and wondering is there a way to create specific queues with assigned assignees in them to throw their specific responsible for tasks to them? This is needed to properly assist end users.
Can I clarify what you're looking to do? Are you looking to create a queue based on Assignee?
If yes, you can create a custom queue:
Or are you looking to do something else, such as having an Assignee automatically assigned based on the queue (or, some metadata in the ticket)?
Ste
Hi,
I was looking for that 2nd option in fact.
So having default assignees for items that fall under a specific queue.
Is there an option for that beyond the Automation features?
Thanks
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It depends how you identify each specific queue.
Could you clarify what unique identifiers are used in your queue setup?
Ste
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The unique identifier would be a combination of component and a custom field.
As a first version we could use only the component, although the end configuration will definitively depend on an additional factor we are planning to model with that custom field.
Thanks
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Hi Carlos,
Did you manage to find the right resolution for this question?
I'd suggest if it's a combination of two factors, Automation is probably your best option :)
If you still need help to get this working, let us know the specific parameters you have setup, and what you'd like it to do - and let's get you an example rule!
Ste
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