I am looking for the ability to create a ticket in a Q that references a previously created ticket in a different Q. Basically, I want to be able to have a user create a ticket in. say, a Desktop Support Q and have the support tech be able to ‘escalate’ the ticket to a different Q but have the original ticket left in the Desktop Support Q. I need all correspondence with the enduser to look like it is coming from the original ticket in the Desktop Q.
I believe that I am describing a ‘child’ ticket situation here, right? I can see how to create a child ticket, but I am unable to create this child ticket in a Q that is different from the original ticket’s Q. Is this simply a rights issue for me? I have messed with the rights with no success. I am able to completely move the ticket from one Q to another, but the child ticket process is eluding me.
Thanks for any help,