What are the DB steps involved in moving a ticket from one queue to another? (inserts/deletes/update....) I am using MS SQL with OTRS and need to write a stored procedure to have tickets submitted by customers moved to their respective manager's queue for approval (budget reasons) before they reach the help desk for dispatching. CRONW won't work for me because I need to read the customer's manager's name in Active Directory to figure out the name of the queue it is supposed to move to. I could spend some time reverse-engineering otrs to figure the move ticket steps, but if someone already knows... can s/he share this info. Thank you in advance, Cyrille