[rt-users] Question about restricting queues

[Ruslan Zakirov]

On Wed, Jun 19, 2013 at 3:18 PM, Christian Loos <cloos at netcologne.de> wrote:

> Am 17.06.2013 20:33, schrieb Chris Hall:
> > 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.
> >
> > I hope that makes sense.  The problem is some of these queues are tied
> > to different businesses, and if we send out an email due to a ticket
> > queue transfer and it goes to the wrong company it looks bad on us.  I
> > know personal responsibility can go a long way to fixing this.... but
> > besides that, is there any way to do what I described above w/ RT?
> >
>
> As always ;-), there is an extension for this:
> RT-Extension-MoveRules
> https://github.com/ruz/RT-Extension-MoveRules
>
> As the extension isn't updated within the last years maybe it will not
> work with your RT version. If so just give some feedback to the list and
> maybe the developer have time to update the extension.
>

I'm developer. Probably this summer I wouldn't have cycles to check it on
my own. If it doesn't work then clean patches/pull requests are more than
welcome or you can always book my time via sales at bestpractical.com.


> Chris
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
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