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
0 Comments   [ - ] Hide Comments


Please log in to comment

Answer this question or Comment on this question for clarity


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
Red Belt

Please log in to comment