Auto assign ticket to Agent based on filtering

tosbaha2k

I want clients to be able to create ticket and assign those tickets automatically to special agent. Those agens are special users that can only see the tickets they are assigned to. Clients choose agent from the list. I have created custom form and added "choices" like below and name the variable as "specialagent"1: Felipa Lyttle2: Rashad Huerta3: Manuel Parvin4: Malia Helmer5: Jacquline BolingThen I add this form to my help topic let's say "Message to Agent" Then I created ticket filter and in settings, I used my custom form/custom choices field to assign ticket to agents. Although it is working, my problems are;1. I have to create ticket as many ticket filter as agents.2. I can't use the key field of choices to check my filter. Writing full name is tedious and may cause trouble in the long run. Is there some internal variables for choices? 3. I use API extensively, therefore having a variable for each agent is important. Since if I wrongly send the agent name with my APP, ticket filter will not be assigned. And because those agents can only check assigned tickets only, it will cause a problem. TLDR; So is there easy way to auto assign ticket to special users and be able to use some easy to type variables for those users. Thanks.

ntozier

You can make a list.Admin panel -> Manage -> Lists You can create ticket filters on your custom list.Admin panel -> Manage -> Ticket Filters

tosbaha2k

I think I couldn't make myself clear. I can create ticket filters but it wants contain, equal etc to filter it. It is hard to type Agent Names one by one without a mistake to auto assign the ticket. Is there a easy way to use variables for each agent name so I can easily use that variable to filter the tickets. Because using "1" doesn't work for Agent "Felipa Lyttle" I can use contains "Felipa" but what happens if there are another agent with same first name etc. Again as I stated in my question, it is PITA to set names when I am using API to access outside. If there is variable like agent1,agent2 etc which will be displayed as Felipa LyttleRashad Huertain the form it would be perfect.

ntozier

Is there some reason why you wouldn't use a list?

tosbaha2k

My reason is List allows me to add items as Value | Abbrev so Value will be name of the agent, and abbrev is abbreviation such as agent1 agent2 etc. So if I use the API to post tickets, I have to use full value such as "Felipa Lyttle" in my HTTP post. I am wondering if there is a way to use agent1 or any other alias, so that even in the future agents name change, my code will not break at all.