How to do forward/escalate a ticket in helpdesk queue to sysad queue?

Hello All!

I have several Queues in my RT system. Is there a good way to so that
members from HELPDESK queue can forward/escalate a ticket to SYSAD queue?

Am sure others have similar setup like this… How did you accomplish
this in your setup… very interested to know.

Thanks. :slight_smile:

Hello All!

I have several Queues in my RT system. Is there a good way to so that
members from HELPDESK queue can forward/escalate a ticket to SYSAD queue?

When you’re viewing the ticket, click into the Basics, select the
different queue, save the change. Note that custom fields are not
transferable between queues, but any custom values you enter will
still be there. You can view the custom values again by putting the
ticket back into the original queue.

Andy Harrison

Custom fields will follow the ticket in RT 3.4, that is, if the
CFs are defined for both queue. Just an FYI.

-ToddOn Mon, Nov 22, 2004 at 10:31:42AM -0500, Andy Harrison wrote:

On Mon, 22 Nov 2004 10:42:38 +0800, Paul Suela pds@skyinet.net wrote:

Hello All!

I have several Queues in my RT system. Is there a good way to so that
members from HELPDESK queue can forward/escalate a ticket to SYSAD queue?

When you’re viewing the ticket, click into the Basics, select the
different queue, save the change. Note that custom fields are not
transferable between queues, but any custom values you enter will
still be there. You can view the custom values again by putting the
ticket back into the original queue.


Andy Harrison


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Transfering tickets between queues is not a best practice.
Alternative is new ticket in other queue with link to old ticket.
Why second is better:

Paul Suela wrote: