use the extension Automatically send a ticket to a team

[flenner Emmanuel]

Hello,

I use the extension Automatically send a ticket to a team.

We manage several organizations.

I would like to be able to automatically send incident tickets to a particular team.

Ex:
organization A => Team dedicated to organization A.
organization B => Team dedicated to organization B.

I tried with this OQL query but it doesn't work.

SELECT Team AS t WHERE name="Organisation A" AND t.org_id ="Team_Org_A"

Thank

Emmanuel

[Pierre Goiffon]

Hello,

In the examples you listed, organization values correspond to Ticket.org_id field value ?

You may take a look to the extension documentation, which listed some uses cases that seems similar : Auto dispatch ticket to a team [iTop Documentation]

[flenner Emmanuel]

Hello,

Yes .
The organization values correspond to Ticket.org_id field value.

I looked at the documentation but couldn't find the solution.

[Pierre Goiffon]

One Organization could contain multiple teams... What would be the criteria to pick the Team to dispatch to ?

[flenner Emmanuel]

Hello,

I have difficulties in mastering the OQL language.

I would like to assign a ticket to a team in the support model.

We have several customers and depending on the customer in the ticket, I would like to assign it to a team in our support.

Customer A => Support team A
Customer B => Support team B

I would like the automatic assignment of the team to be done as soon as a ticket is created by a customer of an organization.

Ticket of organization A => Team dedicated to this organization
Ticket of organization B => Team dedicated to this organization

Best regards