Hi. In our RT setup, a user chooses a value from a drop down list (a custom field called ‘application’) to indicate what software they want help with when they submit a new ticket. I set up a scrip that checks the value of that custom field and moves the ticket into the appropriate queue (based on which application they need help with). Instead of hard coding a mapping of each application value to a queue name, I’d like to put the name of the queue into the custom field description.
For example, the custom fields might look like this: Sort Name Description Category 0 Microsoft Word helpdesk 0 Microsoft Excel helpdesk 0 SharePoint developers 0 PeopleSoft hr If the user selected “SharePoint” as the application they wanted help with, the scrip would read the description field and see that it should move the ticket into the “developers” queue. I’ve got everything working great with static mapping, I just can’t figure out a way to retrieve that Description within a scrip. Has anyone done this before? Thanks! Brent
