There are ways to update status (@status=<validstatus>) or owner (@owner=owner@domain.com).

Is there a way to change the queue? (e.g. @queue=<queuenamew/nospaces>)

I don't want to use a rule unless I absolutely have to.

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After realizing that parsing a Comment would result in potentially very involved SQL query, I went with the approach of defining a Category for Changing Queues.  I have a ticket rule that runs on save where it will look for a specific Category value (e.g. ChangeQueue::Queue1) and then update the HD_TICKET.HD_QUEUE_ID = <Queue1's QueueID>.

When I send an e-mail to the K1000 Queue and specify: @Category=CHANGEQueue::Queue1 the ticket is updated, saved and the ticket rule is triggered updating the HD_TICKET.HD_QUEUE_ID.  It also sends an update to the default Ticket Owner.

Answered 04/02/2013 by: Domo2k
Yellow Belt

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No, this is not possible.

Normally you can address another queue by using the correct email address (if configured) so usually this should not be nessesary very often.

Answered 03/26/2013 by: Nico_K
Red Belt

  • Thanks Nico! I actually did figure out a way to do it via e-mail & a ticket rule.
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