I have been tasked with setting up our SD+ implementation to allow for groups to be used to direct tickets to the proper techs.  Here is what we have envisioned for this.

All users submit tickets to support@company.com via the self-serve portal.  They will be forced to provide some piece of information that will dictate what group it will go to via the Category field.  Once the ticket has been successfully submitted, it will go into a queue for the group that was specified in the Category for the ticket and a notification is sent out to those techs.  Only the techs in the specified group will be notified.  Is this even possible and if so is there a good guide on how to set up and implement this?

If you need further clarification please let me know and I will provide what I can.  I will also be scouring this forum and the net to see what else I can find out on this.

Thanks in advance!

Chris Randall