Move to another quee by agent action

[norwen]

Please help me to solve a little problem.
I want to select value "checked" in checkbox of dynamic field in ticket when agent move it to another quee.
For example - i have ticket with dynamic field "Solved". When i move it to the quee "Solved tickets" "Solve" sets to checked.
I suppose it could be made in Configuration settings.
Thank you for replies.

[crythias]

Change the queue from dropdown to popup.
next state closed or solved works for me

[norwen]

I don`t need to change state. Only dynamic field value.
The task is to do something like - Quee_1 recieved a ticket and wants to move it to another Quee_2, but set a flag, signals that Quee_1 move this ticket to Quee_2. Quee_2 need to know, that Quee_1 gave them this ticket. How can i do this?

[jojo]

thats already in the history of the ticket

[norwen]

I know, but i want Generic Agent to work with tickets with flag cheked. It can`t watch the history.

[crythias]

What is the end result that you want to happen within Generic Agent and why do you want Generic Agent to handle this when it's more likely to be an event to trap?

[norwen]

What is the end result that you want to happen within Generic Agent and why do you want Generic Agent to handle this when it's more likely to be an event to trap?

Quee "Managers" recieved a ticket. They decieded to move it to quee "IT", cuz they dont know what to do with the problem in the ticket. When they move to IT,flag "Send from Managers" automatically sets in "checked". In "IT" agents solve the problem, add note "Guys, we solve the problem, so you can anser your client ". But i don`t want people from IT to move ticket to "Managers" themselves. They just add a note. Generic Agent will move it, when find flag "Solved". This flag set people from IT.

But maybe "Managers" move ticket to IT and there is no notes from IT. When it`s EscalationFirstResponse time, GenericAgent will see the flag from Managers "Send from Managers" and move ticket back to Managers quee.

[norwen]

Just tell me please, can i make OTRS automatically set dynamic field to "check" when agent move tickert?

[crythias]

Just tell me please, can i make OTRS automatically set dynamic field to "check" when agent move tickert?

Yes, if you program/create a ticket event. And if you go that far, you might as well make the event do that thing you want Generic Agent to do and then you don't have to set a flag.

But the OTRS way to do what you want is simply to "Forward" an article to a Manager to take a look at it and let the manager deal with it.