Would this scenario be possible: We have customer support queue open a ticket, and then the ticket gets sent to Software Development. We don't want software development to ever resolve a ticket if it was originated in the customer support queue. We want it to always end up in customer support so the support staff can first call customer to tell them the work was done.
Can I remove the resolved button/option if the ticket started in customer support and is not currently in customer support and replace it with a resolved by development button/option if it is owned by development which will cause it to go to the customer support queue where they will then have to real option to resolve the ticket? Hope this is clear. Thanks. Laura -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
