On Wed, Jun 19, 2013 at 3:18 PM, Christian Loos <[email protected]> wrote:
> Am 17.06.2013 20:33, schrieb Chris Hall: > > 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? > > > > As always ;-), there is an extension for this: > RT-Extension-MoveRules > https://github.com/ruz/RT-Extension-MoveRules > > As the extension isn't updated within the last years maybe it will not > work with your RT version. If so just give some feedback to the list and > maybe the developer have time to update the extension. > I'm developer. Probably this summer I wouldn't have cycles to check it on my own. If it doesn't work then clean patches/pull requests are more than welcome or you can always book my time via [email protected]. > Chris > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan.
