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Get information if a ticket was forwarded to another queue

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Hi,

do we have a possibility to get an information if a ticket has been moved from one to another queue?

There was this Threat a few years ago but my sql statement doesn't work.


select HD_TICKET.ID,

HD_TICKET.ID as TICKNUM,

HD_TICKET.TITLE,

U1.USER_NAME as OWNER_NAME,

U3.USER_NAME as LASTINPUTNAME,

DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,

DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,

HD_STATUS.NAME AS STATUS_NAME,

HD_STATUS.ORDINAL as STATUS_ORDINAL,

STATE,

U1.FULL_NAME as OWNER_FULLNAME,

U1.EMAIL as OWNER_EMAIL,

U2.USER_NAME as SUBMITTER_NAME,

U2.FULL_NAME as SUBMITTER_FULLNAME,

U2.EMAIL as SUBMITTER_EMAIL,

U3.EMAIL as UPDATEREMAIL,

'groupname@mydomain.org' as NEWTICKETEMAIL,

UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),

COMMENT

from ( HD_TICKET,

HD_PRIORITY,

HD_STATUS,

HD_IMPACT,

HD_CATEGORY)

JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID

and HD_TICKET_CHANGE.ID = '<CHANGE_ID>'

left join USER U1 on U1.ID = HD_TICKET.OWNER_ID

left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID

left join USER U3 on U3.ID = HD_TICKET_CHANGE.USER_ID

where HD_PRIORITY.ID = HD_PRIORITY_ID and

HD_STATUS.ID = HD_STATUS_ID and

HD_IMPACT.ID = HD_IMPACT_ID and

HD_CATEGORY.ID = HD_CATEGORY_ID and

HD_TICKET_CHANGE.DESCRIPTION LIKE 'TO %IT_Test%'


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Answers (2)

Posted by: Hobbsy 6 days ago
Red Belt
0
Are you asking if you can take data from one queue to another if a ticket is transferred??
Posted by: buefa_fermum 6 days ago
Senior White Belt
0

No, we want agents to be informed when a ticket has been moved from one queue to another.

It's no problem to get information when a ticket has been created in a queue, but it's not possible to get information when a ticket has been transferred from one queue to another.

We need this because we have different departments (IT/HR) working with the kace support tool. We want HR to be informed when we transfer a ticket from the IT queue to the HR queue.

We've worked with OTRS before and this feature was no problem there.

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