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
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
We do something similar. We have engineering and construction queues.
When Engineering is done with design and the job is ready to go to the
crews, we move it to construction queue. Right now it involves the
following steps:
1. Change the queue
2. Change the owner to the Construction Manager
Good times... good times... I got it working, so gotta share my
modifications w/ everyone. In fact, I would have had it working a LONG time
ago, but I had neglected 1 major step: removing all the old mason_data info!
So for anybody who wants to add queue information to your reply/comments
On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote:
Good times... good times... I got it working, so gotta share my
modifications w/ everyone. In
fact, I would have had it working a LONG time ago, but I had neglected 1
major step: removing
all the old mason_data info! So
Chris,
I think that all of that could be accomplished without changing RT code:
1) Create a CF called Promote. A simple yes/no or off/on would
suffice. Grant the level 1 team the right to modify it.
2) When the level 1 team wants to promote it, they merely modify the CF.
3) Have a scrip validate
