Change queue, owner or forward a ticket in RT

Change queue

Change owner

You may need to transfer a ticket from yourself to another case handler. This is so the other person can continue working on the ticket. 

The person you are transferring the ticket to must have access to the queue where the ticket is located.

1. Stand in the ticket that will change owners. 
2. Click on People in the upper right corner, or look under the People field in the ticket. 

   

    

3. In the Owner field, you can search by first name, last name, and username. Click Save Changes at the bottom right of the page when you have found the correct person. 

   

Forward ticket

Sometimes you need to send a ticket to someone who does not work with queues in RT, or other externals. When you forward a ticket, the correspondence and what you write when forwarding will be included in the email sent. 

1. Click on Actions -> Forward 

   

    

2. When you are in the forwarding menu, you must first enter the recipients' email (1) and then click on the email in the dropdown menu (2). The address will then populate the To field. Finally, click on Forward message and return (3).