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Ticket Transfer to Other Platform

in Help Desk 1 comment

Summary:

Client wishes to be able to automatically transfer a ticket to another system

Content (required):

In our implementation, the client has asked if it's possible to automatically transfer a ticket from Help Desk to an outside system if it is logged in the wrong place. For example, an employee has a technical issue that they accidentally log in HR Help Desk, so the end result is that they need a ticket logged in their technical help desk (outside of Oracle).

I'm honestly not sure if this is possible. I'm thinking the best approach would be to have a SmartText template that matches the technical system's formatting so you can send it via email from the ticket, but I'm not sure at this point if this use case is frequent enough to warrant a higher complexity solution.

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