Assign Agents to location in email automatically.

iPepsi57

I believe this is my last question.

We have a few schools in our district, but we have different techs assigned to each school.

I have just created a list with a drop down menu that lists all of the schools in our district.

Is it possible for OS Ticket to email whoever is assigned to that school when a new ticket is created?

An example I have is:

School B is selected from drop down when creating new ticket.

Only Tech B works at School B, so instead of sending a new ticket notification to each agent can ONLY Tech B receive an email when School B is selected?

ntozier

Set up departments. One for each school.
Have a ticket filter (or use a Help Topic) to route the tickets to that department.
That way it would only alert the agent in the department.

iPepsi57

ntozier Would I still be able to allow users to select the department when making a ticket?

ntozier

You can allow the Users to pick the department if you want to.

iPepsi57

ntozier What would be the parent department for each school? When I select 'Support' and I am viewing open tickets, I see 'Support' but not the school's name.

even if I select the school itself as the parent department, it still just shows as 'support' when the ticket is created.

ntozier

Parent department? Tickets have a single department. So I'm not sure what you mean.
If you created departments for each school, the department is the department.