Hi all,
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.
Thanks,
./AA
Alex,
I"m not sure I understand why you’ve related the responsibilities to Queues
the way you do, but you can do what you want with a scrip. The condition
should be “On Queue change” and the custom action should evaluate a CF that
will set the Queue based on the value in the CF.
Kenn
LBNLOn Tue, Jul 12, 2011 at 11:25 AM, Alexandre Miguel Aniceto < aaniceto@sekirite.org> wrote:
Hi all,
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.
Thanks,
./AA
2011 Training: http://bestpractical.com/services/training.html