Let me give you my idea:
1. Create a new Dept, i.e: "Vehicle Repairs Dept".
2. Create a new Help-Topic for this, i.e: "Vehicle Repairs" and then select "Vehicle Repairs Dept" for the "New Ticket Department:" section on this form.
3. Add a new Staff and assign him/her the Dept that has just created at step number one above. Please note that this Dept and Help-Topic just for that one Staff only.
4. Edit the scripts which have function for open a new ticket from client --- especially before save new ticket to database --- search which Staff belongs to this Dept based on the Help-Topic client choose from Open New Ticket form, and if found, insert new note to the ticket_note table related to that new Ticket-ID and Staff-ID, with information: "Ticket Assigned to ". If you see help_topic table, there are "topic_id" and "dept_id" field there. You can use those fields for this purpose.
5. Each time client open a new ticket and choose "Vehicle Repairs" topic, then this ticket will be automatically assigned to that Staff.
The conclusion is: You can optimize the help_topic table for this, because there are "topic_id" and "dept_id" fields you can connect with "staff_id" field in staff table.
Sorry, I have not created the code for this, yet because I am still no having time for this MOD. This is only my opinion. Please correct me if I am wrong or give me another suggestion if you have. Thanks.
Best regards,
Masino Sinaga
