Thanks for the input everyone, I set up a test machine that I think might be doing what I want, but I might be doing it in a stupid way. (and I’m fine with that)
All of my tickets come in technically via email (forms on a WordPress installation gather the data I need and email it to an email address) and I have triggers set to look for [IT] or [Maintenance] or [Marketing] in the title of the ticket (the WordPress form will send the email with one of those things in the subject line), and if that’s there it changes the “Group” on the ticket to either “IT” or “Maintenance”, etc. and then the active directory users who would be helping with those types of tickets are agents in those groups.
I think this should work for a single active directory environment where every user is a “customer” for every possible type of ticket, but some of the people who are customers of one kind of ticket are also “agents” for different kinds of tickets.
Question about triggers I’m using in case anyone has a good answer for this.
Is the way I should be going this is…
IF
Title contains [Maintenance]
THEN
Set group to Maintenance
…or should I be doing instead…
IF
Title contains [Maintenance]
AND
Group is not Maintenance
THEN
Set group to Maintenance
…because I’m not sure with the first one if I’m going to create tons of extra workload as the trigger infinitely and repeatedly changes the ticket group from Maintenance to Maintenance, or if it’s smart enough to know “I already did this”