[rt-users] Adding "Queue" to comment/reply section

[Chris Hall]

Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just
seems more... difficult to dirty hack in on 4.0.0.  For example:

Queue 1: Level 1 support
Queue 2: Level 2 support


Customer calls in and the guys at level 1 open a ticket in their queue for
the person's problem.

1 hr later they call back to level 1.. they are still having a problem.
 It's time to pass this on to the Level 2 guys.

The level 1 guys want to click "comment" (or reply.. whatever) on the
ticket, and annotate that customer 1 is having problems beyond their scope
of responsibility.  It's time for level 2 to take over.  On this same page,
they wish to change the queue to "Level 2 support", so that, upon updating
the ticket:

1. their notes are saved to the ticket
2. the ticket is moved to the appropriate queue




On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Chris,
>
> I'm not sure I understand what you're asking. You wrote "so that my user
> base can change the queue when updating or replying to tickets". Why in the
> world would you want to do this? Tickets reside in a Queue, so how could RT
> find that ticket if you were sending an update to a different Queue? Again,
> I'm sure I read this incorrectly (that happens a lot with me ;-). Could you
> explain this a little differently, perhaps?
>
> Kenn
> LBNL
>
>
> On Thu, May 26, 2011 at 6:58 AM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> Hello all,
>>
>> I was wondering if I could get a hand with a change I wanted to make on
>> our end.  In fact, I was able to change this in 3.8.8 days, but the changes
>> don't work on 4.0.0.  I want to add to the "Ticket and Transaction" section
>> a "Queue" option, so that my user base can change the queue when updating or
>> replying to tickets without having to go through the extra steps of going to
>> basic and changing it there once the ticket has been updated.  I've tried
>> several modifications to the code, but nothing seems to give me the results
>> I'm looking for.
>>
>> Is anybody able to offer any assistance on adding this dropdown into the
>> Ticket and Transaction field?
>>
>
>
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