How to move a ticket to another queue if you don't not have access to see other queue (via GUI)

RT Users
1

Hello,

This question is about the web interface and not about scripting.

I am looking at moving and existing support site to RT and looking at how to configure it.

The setup I am after: The tickets will be placed into a queue via API.

We will have many queues which different people have access to i.e. IT queue and HR queue

The people in IT only see tickets in IT queue and HR people only see tickets in HR queue.

My question is if a ticket is in the HR queue and it should be transferred to the IT queue how can they do it?
I can see in Display Ticket → The Basics you can pick a queue, but naturally it does not show the other queues since the owner is not part of the other group.

Is there a permission setting which would allow the “The Basics” window to show all Queues so a user can move ticket to the other queue. I would don’t want this done via an ADMIN user, since this is a common feature.

Thanks and keep up the good work.

Andrew

2

You can try giving all your users the “SeeQueue” right

3

Thanks.

“SeeQueue” is what we are after.

With that infromation I managed to find other posts that had asked the same question.

For reference: Change ticket queue without SeeQueue

and

Best