Reassign AWA queue

showboat_dev
Tera Contributor

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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