I've got a bit of a weird problem, and wondered if anybody has a solution for it.
We have several queues, and a few are grouped up by name. For example: Queue A tier 1 Queue A tier 2 Queue A tier 3 Queue B tier 1 Queue B tier 2 Queue B tier 3 The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1, and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of Queue A tier 2). They asked me if there was any way to group these queues up in such a way that, for example, if a ticket is made in any of the Queue A's they are locked in and can only be transferred between the Queue A's. I hope that makes sense. The problem is some of these queues are tied to different businesses, and if we send out an email due to a ticket queue transfer and it goes to the wrong company it looks bad on us. I know personal responsibility can go a long way to fixing this.... but besides that, is there any way to do what I described above w/ RT?
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