[rt-users] RT Queue Assignment

[Kenneth Crocker]

Shen, Tyler wrote:
> There seemed to be a bug with RT (or perhaps not any more) after I
> assigned a ticket taken by my colleague to another queue. While the
> ticket was changed to another queue, the owner of the ticket remained
> the same. However, the owner does not have right to own ticket in the
> new queue. Is there any fixes to this?
>
> I also noticed that when I changed a ticket owned by myself to another
> queue, the owner was automatically set to nobody. Thanks!
>
> Shen, Tyler
>
>
>
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We have an APPROVALS Queue we set up for reviewing tickets before 
sending them out for work (problem could be simple stuff like 
permissions or training so we don't want our technicians working on it 
yet) and if it turns out it is a technical problem, we change the Queue 
from "APPROVALS" to the one that would handle that particular technical 
issue. The problem we had was trying to change the owner to "nobody" 
before the ticket actually changed Queues. It didn't happen. We put in a 
special scrip to kick in when there is a "Change Queue" transaction and 
it never seemed to change the owner (regardless of where we put the 
code) unless the transaction was from the other Queue. It didn't make 
sense and we can't seem to get that to work so we just have to change 
the owner to "nobody" before we change the Queue. Kinda manual but it 
works for now. We are on 3.4.4/Oracle for now.

Kenn