Not the most fun way of doing it, but if you know the ticket number, and the
destination queue, you can use a Generic Agent to change Queues (run now,
but don't schedule).
On Tue, Oct 12, 2010 at 5:05 PM, Hugh Kelley
Is there a sysconfig option that would allow a manager to change ticket queues without being an owner (we don't use the responsible feature)? Currently we get this message from the AgentTicketMove module:
"Sorry, you need to be the owner to do this action!"
The scenario is this:
Bob manages the server team, Fred is an engineer on Bob's team. The server team has two queues with different escalation criteria. These are called "break/fix" and "project".
Bob is doing an open ticket review and notices that a ticket he has assigned to Fred is really more of long-term project than a break/fix event and is causing too many escalation alerts. He wants to move it to the project queue, preferably without having to take ownership from Fred and then reassign it. Of course, Bob and Fred have full permissions in both queues.
Are there any easy ways to facilitate this? I looked at AgentTicketMove.pm and see the call to OwnerCheck(). I suppose I could add some sort of additional access checks before returning the error - but I'd rather use SysConfig.
Hugh
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