Alex, I"m not sure I understand why you've related the responsibilities to Queues the way you do, but you can do what you want with a scrip. The condition should be "On Queue change" and the custom action should evaluate a CF that will set the Queue based on the value in the CF.
Kenn LBNL On Tue, Jul 12, 2011 at 11:25 AM, Alexandre Miguel Aniceto < [email protected]> wrote: > Hi all, > > I'm trying to understand the way RT works, regarding groups and queues. If > you guys don't mind i'll write an example bellow. > > I would like to have a initial group (1st level) that is able to view 3 > queues: Low, Medium and High Priority. > > And there is 2 different groups, 2nd level, for specific competencies: > Software, Hardware. > > So the customer can only open tickets for the 1st level, and the priority > is defined based on the select queue as well as the priority escalation (due > in x days, start and last priority). > > If I want to be able to escalate one ticket to the competencies group > (queue change?) without loosing the priority auto escalation process how can > i do this? > > Doesn't make much sense to have 3 queues for software and 3 queues for > hardware.. too much error prone. > > Thanks, > ./AA > > -------- > 2011 Training: http://bestpractical.com/services/training.html >
-------- 2011 Training: http://bestpractical.com/services/training.html
