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Building logic behind selected departments

Andy Rosengard May 14, 2024

Hi Team, 

I am building an Organizational Service Request intake form. What I am looking to do is have a centralized intake for which asks what department you need support from. In the form I would have the standard fields, (name, email, phone, need by date, urgency, attachments, details, etc.) 

What I want the result to be is by selecting department and then filling out the details, the ticket is routed to that department for support. (An Assignment Queue for lack of a better term) 

Has anyone done this before and if so, how would I go about doing this? 

Thank you

Andy Rosengard, PMP

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2 votes
Henry Reeb May 14, 2024

You could do something as simple as using a custom field that has some kind of related department picker or has choices that relate to what they may need which would then relate to the department specifically. Then create an automation that if

custom field is == (insert department specific choice here)

then

Add label (HR, IT, etc)

image.png

Then you can setup separate queues that have those labels

image.png

Something like that. I'm sure there are more efficient ways to do it but this should do the trick.

Rahul Ranadive
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May 14, 2024

Thanks Henry ! I was also looking for the similar requirement.

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1 vote
Matthew Chapman
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May 14, 2024

I've done something similar as Henry's suggestion in my system, simple but effective and it works, once you have a field defined that provides the 'department' from a drop-down list, you can then build the automation rule and it is assigned it automatically.

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