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Hello,
I need information if it is possible to create two different groups or any suggestions how to handle two types of tickets.
One for IT (help-desk) and second one for different department handling tickets, and they don't see each others tickets.
I was thinking is that possible by creating two diffrent e-mail address.
BestRegards
Maćko.
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I wanted this in past and i did not have a solution but i think me or in the case you can do this with a second entity.
Entity IT (admin are technicians) - Entity Finance (finance people are technicians)
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I wanted this in past and i did not have a solution but i think me or in the case you can do this with a second entity.
Entity IT (admin are technicians) - Entity Finance (finance people are technicians)
First of all thank you for reply.
I have one question when i create new entity how to separate tickets from IT and Finance ?
maybe i should do this:
Administration > Rules > Rules for assigning a ticket created through a mails receiver > and add new one similar to root rule, but with pattern ? [Criteria - Subject email header > contains [F] ] > [ Actions > Entity > Assign > Finance ]
and put it above root rule ?
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You must have 2 entities to separate your tickets.
For ticket created by mail, you can have 2 collectors with different addresses and these addresses are use in rule to affect ticket in the correct entity
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