[rt-users] Question about restricting queues

Thomas Sibley trs at bestpractical.com
Tue Jun 18 14:42:05 EDT 2013

On 06/18/2013 11:08 AM, Kevin Falcone wrote:
> On Mon, Jun 17, 2013 at 02:33:07PM -0400, Chris Hall wrote:
>>    I've got a bit of a weird problem, and wondered if anybody has a solution for it.
>>    We have several queues, and a few are grouped up by name. For example:
>>    Queue A tier 1
>>    Queue A tier 2
>>    Queue A tier 3
>>    Queue B tier 1
>>    Queue B tier 2
>>    Queue B tier 3
>>    The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1,
>>    and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of
>>    Queue A tier 2). They asked me if there was any way to group these queues up in such a way
>>    that, for example, if a ticket is made in any of the Queue A's they are locked in and can only
>>    be transferred between the Queue A's.
> As Jean-Christophe notes, the common solution is "Don't let them have
> access to B" but you may not be able to do that.  Unfortunately, a
> Scrip runs too late to stop the email from going out with the other
> queue's email address.
> The best solution may be modifying SelectQueue (using a callback if
> available) to limit the set of Queues presented to non-admin users.

Another solution which may be acceptable is defining different
lifecycles for each trio of queues.  The lifecycles don't have to
actually be different, just named differently.  Then if you omit a
mapping between the two lifecycles, RT will prevent tickets moving
between them (by _anyone_).  It's a bit of a misuse, but will work.

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