[rt-users] Initial Queue Detection

[Simon Kuhn]

On Apr 4, 2005, at 11:41 PM, Russell Mosemann wrote:

> 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.

Or you could make a ticket escalation queue for each company. So 
there's an X queue and an X2 queue. Each of those queues would be set 
to use the same e-mail address.

Simon