Reassign AWA queue
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09-03-2024 01:22 AM
I have a form ,and in this form ,i have a 'state' field . My request is ,when this ticket was created ,this record enter a queue and automatically assign its Agent. Then when the agent open the ticket ,and changes 'state' as 'ready' , this ticket will enter another queue , and automatically assign its manager.
it seems that a ticket can be assigned just when it was created. So how can i get this function? Maybe i need a business rule or some other stuff?
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