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<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Hi all,</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">We are implementing RT as a customer support application.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> Many of our customers send emails to addresses that they believe to be another company (under a wholesale agreement with them). To support this in RT, the email addresses for these queues accept and send out using these specific addresses. </FONT></SPAN></P>
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<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Once a ticket is created in RT, it may need to be escalated to our Tier 2 support, which is a queue in itself. If the user replies back to the customer once the ticket is</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">in the Tier 2 support queue, it will use the address</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">on the current queue</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">…</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">.which is not a result we can have.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">So, </FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">I</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> know there are options but ide like to know what you all think is</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">t</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">he most appropriate to implement:</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">My first choice would be to always reply to the user using the email address on the queue the ticket was created in:</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">Assuming this is the method, is there a method call or attribute that</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">I</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> can grab on the ticket object (via scips or templates) that gives me access to the queue the ticket was created in. If so, how do</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">I</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> go about accessing it. </FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> </SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">A second option would be to alter the way tickets are escalated to other queues (or groups), but</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">I</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> do not know how that would work. Without moving tickets into different queues (where the user does not have ownership</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">privileges</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">) there is no way to move it back to the new/unowned tickets query on the homepage of a user in the</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">“</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">escalated to</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">”</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> queue.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Hopefully someone has some insight into this issue.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Thanks,</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><A NAME=""><SPAN LANG="en-us"></SPAN></A></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT FACE="Arial">Anthony Meo</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
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