Auto assigning ticket to particular group based on email subject line.

[Community Alums]

Hi ,

we have configured to auto create ticket based on email subject line through inbound action.

Now our requirement is like base on subject line auto created request should assign to particular group.

could some help us how to achieve this.

regards,

roopa

[tarleen]

Sys_id will have the same value even if you change the group name later.

So, corresponding to email's subject , you can set the sys_id of the group   for   assignment group field,

eg:

if (email.subject.indexOf("SGP Medical Claims Supporting Document Submission &   SGP Leave Application") >= 0)

{

current.assignment_group = 'sys_id';       // sys_id of group1

}

else if(email.subject.indexOf("......Subject 2.....") >= 0)

{

current.assignment_group = 'sys_id';       //sys_id of group2

}

I don't think there is a need of UI message in this case.

[Community Alums]

hi all,

Its working in Other instances but in prod its going to one default assignment group,

could some one help me on how to trouble shoot it..

Regards,

Roopa