RegEx Number Range

zgjonbalaj

Just a quick question im trying to filter tickets coming in and depending on the topic id route to a different department. In the matches, does not match i have "/1/iu". Basically if topic ID is 15,16,17 or 18 route to this department and then another ticket filter with if it doesnt match then route to another but it will not do it. Do i have the wrong regex or is there a better way to do this? The problem with creating a match any is because i have another rule on the top that needs to be matched.

ntozier

Help Topics have the ability to route a ticket to whatever department you want on each Help Topic.Admin panel -> Manage -> Help Topics -> Department. You do not need a filter to do this. You do need a filter to assign it to a help topic though.

zgjonbalaj

Heres my issue @[deleted]I have 6 physical locations each location has a Quality & Customer Service Department. I created 12 departments two for each location ie. New York - Quality, New York - Customer Service. The Quality agents shouldnt see the Customer Service tickets and vice versa. Also each department cant see other department tickets.The front end form contains a field that asks the customer for the location and routes to New York if the customer selected the location field as new york etc. Now there are about 15 topics and some of them are about quality some of them are customer service. Depending on the selected topic i need to route to the department but also the location. Any better way to do this? Remember the topics can go to any location or department thats why i cant have one topic go to one department.

ntozier

Hmmm. Interesting use case. I not sure that you can use filters in that way, since there wouldn't be a Help Topic to sort on until after the ticket was created. Is there anything else that you can sort on?

zgjonbalaj

@[deleted] I thought the regex match would do the trick was kind of banking on that throughout the entire process should of tested that first not sure why it doesnt though. What i did instead is on the front end form i created a jquery script that updates another field i created with a value of 1-3 depending on the selection of the topic. Now the filters check for that fields value and im using a equals, not equals to route it. The match regex would of been nice any idea what im doing wrong there?