KACE Product Support Question
Move a process to a different queue
03/10/2015 768 views
Can anyone tell me if it's possible to move a Service Desk process to a different queue, and if so, how it's done? We started off with just one IT Support queue and are now creating new queues so that calls can be passed from the original IT Support queue to either a Second Line or IT Admin queue. In the original queue, I created a number of processes for New Starts, Leavers, etc which I now want to move to the IT Admin queue as all calls in this queue will be dealt with by the IT Administration staff who manage all user accounts and related issues. I can convert a call in the IT Admin queue to a process but all the child calls still appear in the IT support queue and looking through the options within the process can see where I can change the queue to which the process is tied. The only time I see the queue to which a process is related is when a new process is created so I'm assuming this info is stored somewhere, I just don't see how to get to it and change it.
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