Ticket Changes Queue when updated

Daniel_Moore · October 7, 2015, 7:50pm

Hello,

I thought I had found the answer this a long time ago but I cannot seem to locate it now.

We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it’s our default queue that all tickets go into.

How do I keep tickets from changing queues when the user updates the ticket?

V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
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P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com

Matt_Zagrabelny · October 7, 2015, 8:24pm

Hello,

I thought I had found the answer this a long time ago but I cannot seem to
locate it now.

We have several queues set up and when a user updates something on their
ticket (priority, reply, etc) The ticket will automatically bounce out of
whatever queue it is in into another queue. For most it’s our default queue
that all tickets go into.

How do I keep tickets from changing queues when the user updates the
ticket?

What do your scrips look like?

There is a default scrip that changes the status (not the queue) of a
ticket when a ticket gets updated.

-m

Daniel_Moore · October 7, 2015, 8:53pm

I hope this attaches.

Here is what I got. This is the only thing we have that automatically changes status based on a reply.

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