Setting a "primary queue" for users and changing queue on take

I have new tickets arrive in the General queue. I don’t allow users to
own tickets in the general queue. (They just keep them there, making it
harder to keep things tidy.)

Right now users have to edit the general ticket to change the queue to
their own, and then take the ticket once it’s in the right queue.

I’d like to automate this:

Each user has a primary queue. On take, a ticket in the general queue is
changed to the user’s primary queue.

Any scrips out there to do this? Or is there a better way to implement this?

One important caveat: users have to be able to create tickets in the
general queue, just not own them.

My daughter is racing a triathlon to raise money for her swim club. Want
to help?

http://akari.seiner.com

I have new tickets arrive in the General queue. I don’t allow users to
own tickets in the general queue. (They just keep them there, making it
harder to keep things tidy.)

Right now users have to edit the general ticket to change the queue to
their own, and then take the ticket once it’s in the right queue.

Do you have personal queues? Meaning “Kevin Falcone’s Queue” ?
If so, just search by Owner in General instead, having personal Queues
is almost never needed.

If you just want to change to a Team Queue when Take happens, you’ll
need to write a Scrip

-kevin

I have new tickets arrive in the General queue. I don’t allow users to
own tickets in the general queue. (They just keep them there, making it
harder to keep things tidy.)

Right now users have to edit the general ticket to change the queue to
their own, and then take the ticket once it’s in the right queue.

Do you have personal queues? Meaning “Kevin Falcone’s Queue” ?
If so, just search by Owner in General instead, having personal Queues
is almost never needed.

If you just want to change to a Team Queue when Take happens, you’ll
need to write a Scrip

We have team queues, where each team is responsible for the tickets on a
particular topic. An individual can be on one or more teams, but has a
primary team membership. I found an AutoChangeQueue scrip but I need to
modify it to use custom fields to get the taker’s primary queue.

Thanks.