Update fields from ticket in different queue
I'll first explain what I'm trying to accomplish.
I'm building an new hire onboarding process.
Step 1 - a user enters a new hire ticket in the HR queue
Step 2 - HR approves the new hire and closes the ticket
Step 3 - Ticket rules sends email to an account setup queue
Step 4 - New ticket is created in account setup queue for any accounts needing to be setup for new user
(There's a little more to the process but I'm simplifying it for this question)
There are some custom fields in the HR ticket from step 1 that I would like the data written to hidden custom fields in the account setup queue in step 4.
I found that doing @custom_1=XXX in step 3 doesn't work if the field is set to hidden.
I realize the most simple answer is change the fields to be visible however I only need the values in these fields to query against and I don't want the queue owners to be able to change the values.
Anybody know of a way to do this?