How To auto assign ticket to user by category ?

[ronenu]

Hi

I wonder if there is a way to auto assign ticket to Hesk User if the ticket is opend in specific category

for example : if user open new ticket in the " Hardware " category , i want this ticket to be auto assign to "user1" because user1 is the PC technician in our company.

i didnt find a way to configure that.

[Klemen]

Not at the moment, no, but will probably be included in version 2.3.

[ronenu]

thank you for your reply

i'll be waiting for version 2.3

[Lisaweb]

2.3 does auto-assigning, but not by category yet, correct? It just auto-assigns tickets to whichever users have auto-assign enabled, right? (If it does indeed auto-assign by category, then I will take the time to figure out how to implement it.)

Thanks!

[Klemen]

Yes, it auto-assignes to the user that has a) access to the ticket category and b) the least amount of open tickets.

[Lisaweb]

Thanks Klemen,

Although an excellent function, it still won't quite work for me. Reason being, is I have several employees that wear more than one hat in the company, and therefore need access to other categories even though they don't manage them.

So I need the system to auto-assign to a specific person, based on category. I already have the 2.3 MOD: Auto-assign Categories Based on Piped Email Address, it seems like I could add a bit of code to it, so that it would also assign the ticket to a specific user as well. Guess I've got homework to do!

Yes, it auto-assignes to the user that has a) access to the ticket category and b) the least amount of open tickets.