Check which queue owns a ticket

RT Users
1

Hi,

I have a number of queues that are used by different departments. When I
assign a ticket over to a department I can’t view the ticket anymore , which
is fine. But if I search the ticket after I assign it over to a department
I cant find out which queue owns it. I would like a way to check which queue
owns the ticket when I search.

Does anyone know if it is possible to create a custom field to allow me to
check which queue owns a ticket ? Or is there a permission to allow this ?

View this message in context: http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html

2

Why don’t you include the Queue name in the search results? In fact, I
would think that would be a default result in your Config file.

KennOn Wed, Oct 30, 2013 at 3:42 AM, globo michael.obrien@globoforce.comwrote:

Hi,

I have a number of queues that are used by different departments. When I
assign a ticket over to a department I can’t view the ticket anymore ,
which
is fine. But if I search the ticket after I assign it over to a department
I cant find out which queue owns it. I would like a way to check which
queue
owns the ticket when I search.

Does anyone know if it is possible to create a custom field to allow me to
check which queue owns a ticket ? Or is there a permission to allow this ?

–
View this message in context:
http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

3

I have a number of queues that are used by different departments. When I
assign a ticket over to a department I can’t view the ticket anymore , which
is fine. But if I search the ticket after I assign it over to a department
I cant find out which queue owns it. I would like a way to check which queue
owns the ticket when I search.

Does anyone know if it is possible to create a custom field to allow me to
check which queue owns a ticket ? Or is there a permission to allow this ?

If you can’t see the ticket anymore, it’s going to be difficult to see
a Custom Field on the ticket.

You may need to write a report which runs at elevated privileges if
your normal users don’t have sufficient rights.

-kevin