Hello
We have designed our
RT queues in a hierarchy format.
Layout is as
follows, from low level to high level or prioritization.
Sales
Tech
support
NOC
managers
We would like to
have the ability for a ticket in one of the lower queues to be escalated (say
via a html link) to the next higher queue.
So for example, a
sales user can hit a button in RT and have their ticket escalated up to the Tech
Support level.
Through advise I
found in the list, custom field transfer is not going to happen which is ok, we
will just link the tickets together as suggested.
I have been able to
get the ball rolling by giving SeeQueue, CreateTicket, and
ShowTicket rights to the lower queue group of users in the upper
queue.
For example I have
added SeeQueue, CreateTicket, and ShowTicket to the Sales group
in the Tech support queue.
The trouble with
this is that now the sales group can see the tech support tickets and if we
continue the same idea, everyone will be able to see everyone's tickets. We do
not want this to happen if possible. Higher queue groups do not want to have to
see the lower queue group tickets.
Is this at all
possible through scrips or something of the like? Not too familiar with
scrips.
Or can this be done
at all? Any other queue layout ideas?
Thanks
Steve
Hache
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