Rule for transferring ticket automatically from one queue to another
I tried a Ticket Rule to transfer tickets from queue 1 to queue 2 and what happened was the tickets were orphaned. They were there in our system but we couldn't see them so I had to reach out to Quest for help.
What is the best way to accomplish this so that the Tech Support Center doesn't have to transfer these tickets manually. I already have it set up so that when they pick a particular category it auto assigns to the technician now I just need to transfer from one queue to the other.
Not having much luck with this.
Any help would be appreciated.
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Posted by:
chucksteel
6 years ago
In addition to changing the HD_QUEUE_ID value you will also need to update these columns:
HD_CATEGORY_ID
HD_PRIORITY_ID
HD_STATUS_ID
HD_IMPACT_ID
All of these values are unique to each queue, so if they aren't correct there could be issues, this is probably what caused your orphaned tickets. If the values will always be constant than you can set them in the rule, otherwise you will need to develop logic to set them appropriately.
