don't mean to hijack the thread. But this is the closest thread what I have been looking for. I am in same situation. Ticket is assigned to agent in dept1, then this person want to transfer to dept2. if we set the dept2 as "Restrict ticket assignment to department members" , then ticket is automatically unassigned to agent in dept1 like chris's post. However, complication begin, when agent from dept1 wants to track the progress of the ticket, he can't because he does not have permission to dept2. But if you add agent to dept2, then when he assign the ticket to dept2, ticket still sit in his queue. Not sure anyone has solve similar problem.