Setting up the 'Add to Ticket Queue' action
Thursday, December 1, 2016 6:23 AM

This article details how the Email Processing rule 'add to Ticket Queue' action works as well as how Ticket Queues should be configured to work with it.

Prerequisites

Tutorial

Setting up the action Ticket Queue

Please observe the following recommendations when configuring an action Ticket Queue to use with the 'add to Ticket Queue' action:

  1. Unsure that the [Enable queue timeout] flag is unticked. Please note: Because only new incoming emails that match the criteria for the 'add to Ticket Queue' action are affected by the rule, whenever a ticket previously added to an action Ticket Queue is manually or automatically unassigned, it will not be reassigned by the action Ticket Queue. This behavior is by design
  2. No ticketboxes should be added to the right [Ticketboxes] list for action Ticket Queues




Figure 1 - Setting up the action Ticket Queue

Setting up the 'Add to Ticket Queue' action

  • Ensure that when you specify the action Ticket Queue for the 'add to Ticket Queue' action to use, that the correct option is selected (as configured in the first part of this article)




Figure 2 - Setting up the 'add to Ticket Queue' action