[rt-users] Moving Tickets between queues: best practise?

[Patrick G. Stoesser]

Hello,

I'm running a RT with two queues, Level 1 Support (L1) and Level 2 
Support (L2). Ticktes are normally created in Level 1. The Users in 
Level 1 (L1 Users) have access to both queues and reassign incoming 
ticktes to the Users in Level 2 (L2 Users).

The L2 Users do not see L1, they shall not be distracted by the tickets 
in Level 1.

Now, when L2 Users have finished their work, the tickets normally would 
be closed. But our goal is that the L2 User has finished his work, he 
sets the ticket to something like "done" and then the ticket is being 
moved back to L1, where a L1 User reviews it and then finally closes it.

I think abaout different ways to do that, but none of my ideas is really 
elegant and simple. So my question if there is any best practise for 
doing so?

Thanks in advance for any idea, comment... Regards, Patrick