[rt-users] how to add ability to escalate to another queue

[Kenneth Crocker]

Slamp,


	We have a workflow process that does this based on an added 'Ticket 
Status' value. We added "pending rv" and "rq approvd" as active 
statuses. When a ticket has passed review from the Queue we use for 
approvals, the ticket owner clicks the "Approve" option (we added it to 
the Tabs when in a ticket page), the Ticket Status is change to "rq 
approved" and another scrip (just for that 'Request Approvals' queue) is 
activated and it moves the ticket to the appropriate 'Support Queue' 
(determined by a CF that indicates which organization sent the ticket) 
and automatically changes the ticket owner to 'Nobody' and notifies the 
queue Admin of the new queue that they got a new ticket. Would that be 
something like what you are talking about?


Kenn
LBNL

On 6/23/2008 6:50 AM, slamp slamp wrote:
> Has anyone done this? We have this requirement in our workflow.
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