I have a question about Queues, Tickets, and Custom Fields. I’ve found
some info in the Wiki regarding spawning child tickets, but can’t tell
if that’s what I need to do.
Is this possible?
I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations
(A, B, C, D, E, F, G). C3 needs to see tickets for
all locations EXCEPT for F and G.
Is there a way to have all tickets cloned or viewable to C3 except for
those relating to those 2 specific locations? The
tickets for the C1 queue have a custom field that specifies which
location it’s for.
C3 will be using Self Service and should only be able to VIEW tickets
that pertain to them.
A call comes in to the helpdesk from C1. A ticket is opened in the C1
queue. During creation, a location is selected from
a custom field. If the location is A-E it needs to be viewable to C3.
If not, it acts like a normal ticket in any other queue.
Can this be done via scrip or extension?