Moving Tickets from different queues and keeping the owners of each queue for reporting
We have multiple queues that will be sending to a new queue group when items are completed for each group. How could I create a "train" so to speak to set up each queue to send to the next queue when done, but keep each owner of each queue along with the submitter to flow?
IE. 1.) Client sends in form to Group A. Creates ticket 1111
2.) Group A does the work and wants to let the client the ticket 1111 is closed- sending an e mail to the client, but needs to send it onto another Group B for review.
3.) Group B picks up same ticket 1111 and if they have questions, can send back to Group A and/or close the ticket for their queue, but needs to send it to Group C.
4.) Group C picks up the same ticket 1111 and if they have questions, can send back to Group B and/or close the ticket for the queue.
The ticket history should show all of the changes in the UI. If you want to report on owners of a ticket during its lifetime, that can be done with a report. I don't know if the reporting wizard will get that for you, but the data is in the HD_TICKET_CHANGE table and is accessible with a SQL report.
You could do this with ticket rules, so when the ticket is set to a certain state the queue is changed for the ticket. You could also introduce custom dropdowns And also use templates to make the process better, but to fully advise we would need to understand the ticket process flow that is required