[rt-users] Ticket Changes Queue when updated

Daniel Moore Daniel.Moore at osbornewood.com
Wed Oct 7 16:53:25 EDT 2015

I hope this attaches.

Here is what I got. This is the only thing we have that automatically changes status based on a reply.

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Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
P: 706.282.5764
F: 888.777.4304

From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
Sent: Wednesday, October 07, 2015 4:24 PM
To: Daniel Moore
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Changes Queue when updated

On Wed, Oct 7, 2015 at 2:50 PM, Daniel Moore <Daniel.Moore at osbornewood.com<mailto:Daniel.Moore at osbornewood.com>> wrote:

I thought I had found the answer this a long time ago but I cannot seem to locate it now.

We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it’s our default queue that all tickets go into.

How do I keep tickets from changing queues when the user updates the ticket?

What do your scrips look like?

There is a default scrip that changes the status (not the queue) of a ticket when a ticket gets updated.

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