Can I have a ticket rule to jump queues (Where Category = EX) and retain it's values?
I've read through http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets (before I'm even guided there)
I want people to place a ticket with the my main service desk queue, but if the Category is, for example, MAINTENANCE REQUEST I want the ticket to automatically transfer to the MAINTENANCE queue. Within the FAQ, the third rule makes complete sense, basically says "WHERE HD_TICKET.CATEGORY like 'Maintenance_Request' for the SQL then I'm lost. I want the ticket to move, but I want it to keep all of its definitions, not be set to new defaults when it moves.
Tldr; Place ticket in queue 1, it says maintenance in category, move to queue 2 without losing ticket values.
Possible?
Answers (1)
It should be possible if the second queue has the same categories set up as the first queue.
