[rt-users] Initial Queue Detection

[Russell Mosemann]

On Mon, 4 Apr 2005, Meo, Anthony wrote:

> This ticket must be
> escalated, so the customer service rep moves the ticket to the "Tier 2
> Support Queue".  This queue has an email address of tac at ourcompany.com.
> If the tier 2 support rep needs to ask the customer a question the email
> will be sent using tac at ourcompany.com. This is not the desired affect

You are using the wrong model.  If the ticket is escalated, then the
customer service rep makes the Tier 2 Support (T2S) person the owner of
the ticket so that it shows up in the T2S person's MyTickets.  All of
company X's tickets must remain in company X's queue.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Confucious say: Mind like parachute.  Only function when open."