[v6.x] can't change queue in ticket update

RT Users
1

In 4.x we were able to change a queue whilst updating a ticket, but now in 6.0.3 we can’t.

To change a queue, we need to open the Basics pane on the Display page.

I’ve searched here in the forum, and as best I can across the release notes but I can’t see where this change was introduced.

Can someone shed some light on where it was changed, and even better, why that was changed.

We often move tickets between queues, and this two step process, apply a comment, then change the queue elsewhere, is a little bit of friction I’d like to understand/eradicate.

Many thanks,

Simon

2

I don’t believe you can change the queue on RT 5 either on the update page, can you in RT 4?

3

You’re wright, in RT5 you can’t update the queue on the update page (6 years ago?).

4

We definitely could in RT 4.4.2 and we jumped straight to RT 6.0.3 just a little while ago.

5

I see in the 5.0.0 release notes:

 * Display current queue on ticket update page (reply/comment)

Which suggests it wasn’t there in the beta release but no indication of why it can’t be changed now

6

Screenshot 2026-06-12 at 10.36.43 AM
Screenshot 2026-06-12 at 10.36.43 AM2546×1348 214 KB

Been a while since I have seen RT 4, but it doesn’t look like it to me, maybe a customization?

7

Well now I am intrigued. Time to fire up the old VM and see what’s going on there.

Thanks for taking to time to investigate and help.

Simon

8

And today in lessons we should have learned years ago - don’t trust the faulty word/memory of your users. Check and verify. Indeed I find we have never been able to do it.

Apologies for wasting time but I am grateful for the help nonetheless.

Simon