Not the most fun way of doing it, but if you know the ticket number, and the destination queue, you can use a Generic Agent to change Queues (run now, but don't schedule).
On Tue, Oct 12, 2010 at 5:05 PM, Hugh Kelley <[email protected]> wrote: > Is there a sysconfig option that would allow a manager to change ticket > queues without being an owner (we don't use the responsible feature)? > Currently we get this message from the AgentTicketMove module: > > "Sorry, you need to be the owner to do this action!" > > The scenario is this: > > Bob manages the server team, Fred is an engineer on Bob's team. The > server team has two queues with different escalation criteria. These are > called "break/fix" and "project". > > Bob is doing an open ticket review and notices that a ticket he has > assigned to Fred is really more of long-term project than a break/fix event > and is causing too many escalation alerts. He wants to move it to the > project queue, preferably without having to take ownership from Fred and > then reassign it. Of course, Bob and Fred have full permissions in both > queues. > > Are there any easy ways to facilitate this? I looked at AgentTicketMove.pm > and see the call to OwnerCheck(). I suppose I could add some sort of > additional access checks before returning the error - but I'd rather use > SysConfig. > > Hugh > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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