I’m trying to understand the way RT works, regarding groups and queues. If you guys don’t mind i’ll write an example bellow.
I would like to have a initial group (1st level) that is able to view 3 queues: Low, Medium and High Priority.
And there is 2 different groups, 2nd level, for specific competencies: Software, Hardware.
So the customer can only open tickets for the 1st level, and the priority is defined based on the select queue as well as the priority escalation (due in x days, start and last priority).
If I want to be able to escalate one ticket to the competencies group (queue change?) without loosing the priority auto escalation process how can i do this?
Doesn’t make much sense to have 3 queues for software and 3 queues for hardware… too much error prone.