Changing Queue during reply doesn't make sense. It's an agent-side issue anyway. You don't need to inform your customers about customer-inactionable label changes.

Once an agent has changed the ticket queue, it tends to unlock the ticket by default. Since this isn't *your* ticket anymore, it (kind of) makes sense that you'll be thrown back into tickets that you'd have access to, especially if it might be that you sent the ticket to a queue you don't have access to.

On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan <smorgan@mamafus.com> wrote:

When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard.  Is there a way to easily prevent this from occurring?

 

Also I have been looking for a way to assign the queue in the during a reply of a ticket.  I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket.

Thank you!

 

Scott R. Morgan

 


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