[rt-users] Queues and Group Escalation?

[Kenneth Crocker]

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 <
aaniceto at sekirite.org> 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
>
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