On Mon, Jun 17, 2013 at 02:33:07PM -0400, Chris Hall wrote: > I've got a bit of a weird problem, and wondered if anybody has a solution > for it. > We have several queues, and a few are grouped up by name. For example: > Queue A tier 1 > Queue A tier 2 > Queue A tier 3 > Queue B tier 1 > Queue B tier 2 > Queue B tier 3 > The managers at the helpdesk are having a problem w/ ppl making a ticket > in Queue A tier 1, > and then when they escalate it, accidentally transferring it to Queue B > tier 2 (instead of > Queue A tier 2). They asked me if there was any way to group these queues > up in such a way > that, for example, if a ticket is made in any of the Queue A's they are > locked in and can only > be transferred between the Queue A's.
As Jean-Christophe notes, the common solution is "Don't let them have access to B" but you may not be able to do that. Unfortunately, a Scrip runs too late to stop the email from going out with the other queue's email address. The best solution may be modifying SelectQueue (using a callback if available) to limit the set of Queues presented to non-admin users. -kevin
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