Custom rule for moving ticket to another queue based on Ticket Type


We have two queues setup, one as a help desk queue and the other a process queue.  When a ticket comes into the help desk and we convert it to a process, it splits the parent and child ticket up leaving the parent ticket in the help desk queue and creating the child ticket in the process queue.  We don't like this as we feel the entire parent and child ticket should reside in the same queue. 

Is it possible via a custom rule to move a parent ticket from the help desk queue to the process queue if  the Ticket Type field changes from a "Ticket" to "Process (Parent)"?

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

It is perfectly possible, you need to define what data will select the ticket as a candidate to be transferred, in the WHERE statement of your ticket rule, then just change the HD_TICKET.HD_QUEUE_ID  ( I think) value to the correct queue in the UPDATE statement.

What I would say though is why don’t you just change the process, so all process tickets go to the correct queue, i’m sure that can be done when you configure the process?

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