Can a ticket be assigned to multiple queues?

We are moving to the k1000 ticketing system and we are being told that we cannot assign a ticket to multiple queues. Is there any way to do this?

An example of where this would be useful would be if we have a request to create a user account for 3 different systems. In our current system we would just assign the ticket to the 3 different groups and then once they are all done, the ticket would be closed. With the k1000 it seems like we will need to send the ticket to one queue and then move it to another queue once their part is done. This means that work cannot be done in parallel. Another option is to create 3 different tickets and send each one to a different queue and that seems like a terrible way to keep all the information in one ticket.

Another example would be if we have a ticket that would need to be troubleshot by 2 different groups at the same time. We could make 2 tickets but then it is a bunch of jumping around to get all of the information needed.

It seems to me that this is a terrible design if it is truly how it works.

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Answers (1)

Posted by: Hobbsy 7 years ago
Red Belt
Assigning a ticket to multiple queues is not an option. within the database HD_TICKET each ticket record only has the ability to be assigned to a single queue ID.

What it sounds like you are trying to do would be achieved with a simple process. A parent ticket with three child tickets assigned one to each group, when all three children are resolved the parent can then be closed.

If you do not want to start a process every time, you can create the process ready, and when you need to multiply the tickets you can use the"convert to a process" option on the drop down to create and assign the children

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