I’m curious if anyone has ventured out to build a scrip that would unown a ticket, and reassign to another queue based on a custom field value.
Basically what I was looking for was the ability to hide all other queues from a group of support staff. But when they get a ticket that doesn’t belong to them, they can remove themselves as owners, and put the ticket in the appropriate queue. Now if you have the queues hidden, the only thing I could think of is let the RT-system remove them as owner, and change the queue based off of a custom field value they’d change.
Is it possible?
Has anyone done it?
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