Hello Parag, if you rename the queue, nothing will change except for the queue name. Internally, Queues are referred to by their ID. Reports should show the new queue name, even for "old" tickets. Yes, you can disable queues. You can't select disabled queues in any form, but existing generic agents might still be able to move tickets into a disabled queue. I'm not sure on the following part: Tickets will stay in the disabled queue, even open ones. They may be hard to find, since you can't choose that queue in the search-window. Regards, Andreas Am 20.07.2017 um 07:24 schrieb Parag Bhalerao:
Hello,
Due to some change in the business model, I need to change name of one of the queues. Is it recommended to create a new queue or rename existing queue?
If I rename the queue,
- what happens to open as well as old tickets those were associated with old queue name
- what happens when I run a report with new queue name
If I create a new queue,
- can I disable old queue, so no new tickets can be created in that queue
- If I disable the queue, what happens to open tickets in that queue
Appreciate your help.
GoodWills
*Parag Bhalerao*
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