Move tickets between queues

We have just started having users enter tickets into a new RT system and
ran into an issue with the users creating tickets in the wrong queues.
Is there a way to move the tickets from one queue to another?

Thanks

We have just started having users enter tickets into a new RT
system and
ran into an issue with the users creating tickets in the wrong queues.
Is there a way to move the tickets from one queue to another?

open ticket in browser window, click on Basics in left column, select
new queue, click “save changes”

smime.p7s (2.47 KB)

Followup question that’s been bothering me for a bit.

If you change the ticket (using Basics) to a Queue that you don’t have ‘Show Ticket’ permissions on then the ticket moves and you are given an error when it tries to display it. That seems to make sense. However if you give people ‘Show Ticket’ permissions then all the tickets show up on the opening page (top unowned tickets and such). So. Two questions:

  1. Is there a way to let someone view a ticket in a queue without having permissions to search or view that entire queue? or
  2. Is there a way to make that move not try to display a ticket that it doesn’t have permissions to and instead say something graceful like “Ticket Moved to X Queue” and be done with it?

Seeing actual errors bothers people for some reason :slight_smile:

-Steve

At Friday 5/5/2006 04:08 PM, Steven E. Ames wrote:

Followup question that’s been bothering me for a bit.

If you change the ticket (using Basics) to a Queue that you don’t
have ‘Show Ticket’ permissions on then the ticket moves and you are
given an error when it tries to display it. That seems to make
sense. However if you give people ‘Show Ticket’ permissions then all
the tickets show up on the opening page (top unowned tickets and
such). So. Two questions:

  1. Is there a way to let someone view a ticket in a queue without
    having permissions to search or view that entire queue? or
  2. Is there a way to make that move not try to display a ticket that
    it doesn’t have permissions to and instead say something graceful
    like “Ticket Moved to X Queue” and be done with it?

Seeing actual errors bothers people for some reason :slight_smile:

-Steve

This came up with our users too - the permission denied error message
is a little confusing.

Our solution - a scrip in the receiving queue that automatically puts
the user making the change on to the ticket as an AdminCC. Plus, a
change in the receiving queue’s group rights to give the AdminCC role
’ShowTicket’.

For us it is workable because the number of receiving queues for
which this is a problem is small.

Steve

At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote:

That could work. Could you share your scrip?

Here it is - it’s a scrip on the receiving queue:

Condition: On Queue Change
Action: User Defined
Template: Global blank

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->AddWatcher(Type => ‘AdminCc’, PrincipalId =>
$self->TransactionObj->CreatorObj->PrincipalId);
return 1;

Worked like charm. Thank you.