I've read through http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets (before I'm even guided there)

I want people to place a ticket with the my main service desk queue, but if the Category is, for example, MAINTENANCE REQUEST I want the ticket to automatically transfer to the MAINTENANCE queue.  Within the FAQ, the third rule makes complete sense, basically says "WHERE HD_TICKET.CATEGORY like 'Maintenance_Request' for the SQL then I'm lost.  I want the ticket to move, but I want it to keep all of its definitions, not be set to new defaults when it moves.


Tldr; Place ticket in queue 1, it says maintenance in category, move to queue 2 without losing ticket values.



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It should be possible if the second queue has the same categories set up as the first queue.


Answered 03/27/2013 by: jknox
Red Belt

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