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

[Yan Seiner]

We do something similar.  We have engineering and construction queues.

When Engineering is done with design and the job is ready to go to the
crews, we move it to construction queue.  Right now it involves the
following steps:

1.  Change the queue
2.  Change the owner to the Construction Manager
3.  Move the old owner to AdminCC
4.  Remove engineering mgr from AdminCCs
5.  Add dispatch as AdminCC

Since the people filling the roles don't necessarily have the same
permisisons in both queues, this takes a few trips around the various RT
screens.  It would be nice to have all of this on one screen.


On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
> 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?
>>>
>>
>>
>
>
> !DSPAM:4dde672e237401804284693!
>


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