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KACE Product Support Question


Working with multiple queues ...is there a way to mass move data from one queue to another where custom fields may not match across queues

06/01/2016 498 views
Working with multiple queues ...is there a way to mass move data from one queue to another where custom fields may not match across queues
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The danger with moving ticket data between queues is that if the fields in the two queues differ then "Active" data will be lost. So if you use custom field 2 in Queue 1 when you transfer a ticket to Queue 2, that does not use that field the value is written in the history as a comment but the actual data value is lost as it has no destination field defined.

It is possible to write a rule that updates the Queue ID for the selected tickets with the new Queue ID, that will affect a mass transfer but again if the destination fields do not match the original queue the data will in effect be lost.
Answered 06/02/2016 by: Hobbsy
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