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    Bruno Aun
    Redirect to Queue based on Dropdown Menu Widget SelectionAnswered
    Topic posted May 8, 2017 by Bruno AunExplorer 
    74 Views, 4 Comments
    Title:
    Redirect to Queue based on Dropdown Menu Widget Selection
    Content:

    Hello there...

    I am creating a custom web form in the CP and I need to route the new incident (which will be created upon submission) to a specific queue based on a choice that is selected on a dropdown menu widget.

    I'm not looking for a full detailed step-by-step recipe here. I just wanted to know what would be the right strategy.
    Could this be accomplished by:

    - Creating Business rules?
    - Creating a Workflow?
    - PHP or Javascript code ?

    Any suggestion would be greatly appreciated.
    Thanks in advance

    Best Answer

    Anuj Behl

    Use Business Rules if the dropdown field is a custom field. If it's a custom attribute, you can write custom PHP code (CPM or a custom Model) to set the queue on incident submission.

    -Anuj

    Answer

     

    • Anuj Behl

      Use Business Rules if the dropdown field is a custom field. If it's a custom attribute, you can write custom PHP code (CPM or a custom Model) to set the queue on incident submission.

      -Anuj

    • Kurt Helfrich

      Out of Anuj's ideas, I would suggest using a custom field.  Business rules are easier to maintain; no code to push.  In fact, if you write the PHP to read the current values for a custom field, the whole maintenance thing is pretty easy - add a new value to the custom field, add a new case to the business rules function -> DONE!

    • Imroz Hasan

      Hi Bruno

      You can create a rules for this, that will assign to specific queue on the selection of dropdown value.
       
      Thanks,
      Imroz
    • Bruno Aun

      Thank you all for the answers. A business rule will do in my case.