Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just seems more... difficult to dirty hack in on 4.0.0. For example:
Queue 1: Level 1 support Queue 2: Level 2 support Customer calls in and the guys at level 1 open a ticket in their queue for the person's problem. 1 hr later they call back to level 1.. they are still having a problem. It's time to pass this on to the Level 2 guys. The level 1 guys want to click "comment" (or reply.. whatever) on the ticket, and annotate that customer 1 is having problems beyond their scope of responsibility. It's time for level 2 to take over. On this same page, they wish to change the queue to "Level 2 support", so that, upon updating the ticket: 1. their notes are saved to the ticket 2. the ticket is moved to the appropriate queue On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker <kfcroc...@lbl.gov> wrote: > Chris, > > I'm not sure I understand what you're asking. You wrote "so that my user > base can change the queue when updating or replying to tickets". Why in the > world would you want to do this? Tickets reside in a Queue, so how could RT > find that ticket if you were sending an update to a different Queue? Again, > I'm sure I read this incorrectly (that happens a lot with me ;-). Could you > explain this a little differently, perhaps? > > Kenn > LBNL > > > On Thu, May 26, 2011 at 6:58 AM, Chris Hall <hir...@gmail.com> wrote: > >> Hello all, >> >> I was wondering if I could get a hand with a change I wanted to make on >> our end. In fact, I was able to change this in 3.8.8 days, but the changes >> don't work on 4.0.0. I want to add to the "Ticket and Transaction" section >> a "Queue" option, so that my user base can change the queue when updating or >> replying to tickets without having to go through the extra steps of going to >> basic and changing it there once the ticket has been updated. I've tried >> several modifications to the code, but nothing seems to give me the results >> I'm looking for. >> >> Is anybody able to offer any assistance on adding this dropdown into the >> Ticket and Transaction field? >> > >
