[rt-users] Multiple queues for single ticket?

[Ken O'Driscoll]

On Mon, 2007-02-26 at 20:28 -0700, Kelly Jones wrote:
> Can a single ticket be in multiple queues?
> 
> We sometimes get tickets that require actions by people in queues X,
> Y, and Z. The three queues are otherwise unrelated. The ticket has
> "intertwined" requests: if the admins of queue X take a certain
> action, it will affect what the admins of Y and Z need to do.
> 
> Ideally, the ticket would belong to all three queues: X admins would
> see it as "native" to queue X, Y admins would see it as native to
> queue Y, etc. X admins could see comments made by Y and Z admins, and
> so on.
> 
> Is there a way to do this?
[.snip...]

Hi,

Perhaps you could split the ticket into one parent and three children or
dependents.  Maybe intercept incoming email for MasterQueue then create
three new tickets in queues x, y and z which would be duplicates of the
original ticket but set to be dependent on it.

You could even write a scrip to set the master ticket to resolved when
all the dependents were resolved in their respective queues.

 - Ken. 



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