Software Question

Migrate Service Desk Ticket Data to New Queue without Changing Ticket Owner

11/18/2015 1417 views

I am trying to migrate K1000 service desk ticket data to a new service desk queue, and the new queue has been copied over from the originating queue, so ticket fields/rules are identical. My issue is that when I convert a ticket that is owned by another user, it makes me the new ticket owner. I’ve also tried migrating tickets when logged in as admin and I still have this issue. Is there a way to convert ticket data in a mass way and still preserve initial ticket owners? Or does each ticket owner have to migrate their own data (less than ideal)? 

Answer Summary:
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  • Is it possible that you have a custom rule in place that is changing the ticket owner? I don't believe there is anything in KACE that automatically changes the ticket owner when you transfer it to another queue.

Answer Chosen by the Author

If you set the original ticket owner as the default owner of the same category in the NEW (duplicated) branch, it will preserve the original ticket owner. No need to migrate data using ticket rules! 
Answered 03/16/2016 by: adwhelp
White Belt

All Answers

You can migrate by writing the rules, which will ckech the previous owner of the queue. Same owner user should be available in the new queue you can assign the user using rule(update query)
Answered 11/19/2015 by: Deepak Gupta
Orange Belt

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