Tickets submitted to incorrect queues

ancherrx
Kilo Explorer

‎08-07-2012 01:00 PM

This may be a dumb question but I've looked everywhere and can't find an answer.... Is it possible to re-route tickets that have already been submitted to a different queue?? And if so, how??

For example - an end user submits a ticket (either a request or incident) under say the LAN service>General connectivity service component but after reviewing the ticket, the IT tech determines it's in the wrong queue. It should actually go to the LAN service>Remote connectivity component (or something similar). Is it possible to move that ticket to the correct queue so that the appropriate roles get notified?? I can't figure out how to do that and we get a ton of them....

Any help would be GREATLY appreciated!!

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Wendy Peterson
Giga Guru

‎08-07-2012 07:02 PM

We have our tickets auto assigning based on the CI / Subcat field. We do the 80/20 rule. If the next team decides that it's not them they just change the group and assign it to a different team or fix the CI / Subcat and it reroutes it.

We have our "On Call" based off a P1 or P2 incident in a queue and it pages however many times until it's been picked up by the on call in that group.


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