Department Drop Down - Easier Method
What I did for this was create multiple departments, and multiple email addresses for those departments.
For Example:
NetworkSupport@email.com = Network Department
The STAFF that are assigned to the "Network Department" issues receive notification that there is a new ticket assigned to their department.
AccountingSupport@email.com = Accounting Department
The STAFF that are assigned to the "Accounting Department" issues receive notification that there is a new ticket assigned to their department.
By doing this....I alleviate the need to modify code in the existing system and limit the people involved in routing tickets inside the system. People in the "Network Department" support group don't see tickets for those in the "Account Department" support group. The only people that can see ALL tickets are those who are in my "Managers" department. They have overview of all issues in all departments. It takes a little bit of time, but in my opinion outweighs the code changes that would be required to make this happen.
That all being said.....I generally do not have any users accessing the 'Ticket Input' page to submit tickets. My submissions are done via email. If they do visit the page to submit a ticket, I have specific 'Topics' in the available drop down that are correlated to specific departments.
Example:
If you have an issue with "Billing System" you select "Billing System" as the issue and all these issues are directed to the "Accounting Support" group. It's the same as if they emailed "AccountingSupport@email.com".
Hope this helps....and doesn't just confuse.
