Configure Queue param of TicketQueueSet with dynamic value

[marcosaps]

In a transition action of type TicketQueueSet is there a way to specify a dynamic value for the Queue parameter? For example, in a OTRS process that I'm creating I would like to specify, for a given transition action of type TicketQueueSet the parameter Queue to be the same queue from the last transition action, whatever queue it was. I mean, if I get a ticket from queue 'A' I want to configure another transition action to reply to the same queue 'A'. But you know that while I'm configuring my transition actions I don't know beforehand what is the requesting queue.

Thank you.

Marcos

[marcosaps]

Sorry to bother, but this issue is important to me. Does someone have any idea if this is possible in OTRS?

[crythias]

I'm not sure what you're asking. I can look at the Ticket History and see this information.

[marcosaps]

I'm not sure what you're asking. I can look at the Ticket History and see this information.

My question is related with 'Process Management' in OTRS:

http://otrs.github.io/doc/manual/admin/ ... ement.html

If you have a look at the above documentation, in the secion 'Transition Actions', you'll see an example where a 'Queue' config parameter (the key) is set to 'Superior' (the value). The transition action module in the example is the 'TicketQueueSet'. The queue 'Superior' is hard coded as the value, but I asked if I can set the value to the queue that sent the last request, whatever this queue could be. I know that we can see this information in the ticket history, but I would like to access this information in the process that I'm configuring so that in the activity dialog the agent don't need to choose the queue that originated the request. Is my explanation better now?

Thank you.

Marcos

[crythias]

Your explanation is clearer, but as I don't use Process Management, I *personally* can't really assist. Perhaps someone else may be able to, but considering what your request is, I'm of the opinion that it will need development.

[marcosaps]

Thank you for the reply. I also hope someone else can help me.

[nedmaj]

I'm also looking for it. Hope someone can help.