[rt-users] Initial Queue Detection

[Jesse Vincent]

On Mon, Apr 04, 2005 at 11:02:40PM -0500, Russell Mosemann wrote:
> An email address is associated with a queue.  If you want a reply or
> comment to have a specific email address, the ticket needs to reside in
> the queue with that address.

That's not necessarily true. Adding From: and Reply-To: headers to your
templates should override the queue-default headers. You could then use
a ticket custom field to hold the ticket's "address" or even do a
dynamic lookup.


> 
> What you want is for a specific email address to be associated with a
> ticket, no matter what queue it is in.  That's not how this works.  You
> might be able to cobble together a template that looks to see what queues
> a ticket has visited and specify an address based on that, but that
> sounds a little complicated.  If you are up to it, go for it.
> 
> On Mon, 4 Apr 2005, Meo, Anthony wrote:
> 
> > [[Anthony Meo]] If we go with this model how can we take care of the
> > following:  The current owner does not know who to escalate the ticket
> > to.  The tier 2 support group consists of about 50 people.  The owner
> > does not have insight, nor authority to assign anything to a specific
> > person.  
> 
> The owner doesn't need to have insight.  He just needs to know someone in
> the next tier.  That person can reassign the ticket to someone else, if
> necessary.  In fact, it could be that person's responsibility to
> disseminate escalated tickets.
> 
> > Given that, is there a way to make the ticket visible to the whole group
> > (meaning the group of people with "Show Ticket" privileges on the tier 2
> > support queue?  Within tier 2, It may be escalated again to a higher
> > more specific queue i.e Network Support, PC Support, etc.... where a
> > higher level person has to perform work.
> 
> You could make tickets in all of the queues visible to everyone in tier 2
> and above, but I doubt you want to do that, because they normally would
> not deal with the majority of the tickets.
> 
> ----
> Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
> "Confucious say: Man who throw dirt lose ground."
> 
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