Best way to sort per department?

RT Users
1

Hi guys,

We’re trying to setup RT to track support requests within our company.
We have about 50 staff, in 5 different departments. We want this to be
as basic as possible, and only want to give the staff one email address
to send requests to.

We’d like to separate our RT requests by department. At the end of the
week, management want a report on “IT support resources used”, per
department. The IT manager doesn’t want IT staff to manually set each
ticket’s department, based on a custom field. He wants the department to
be automatically set, depending on the user who requests the ticket. (He
doesn’t mind manually adding each user to a department / group, once)

What would be the best way to accomplish this?

Multiple queues is out, because of the one-support-address rule, above.

I noticed that RT 3.4.x allows custom “user” fields. Would it be
possible to bring a user-based custom field into a search? If that were
the case, I could create a custom user field called “department”, and
have the IT manager manually group each user into departments. There
when pulling up a search / report, I could just include that custom
field?

Any ideas would be appreciated :slight_smile:

  • David
2

I would probably do it on the email side, ie. use procmail to
forward the mail to different addresses based on sender, like:

:0w

  • (^From: (one|another)@particular.user)
    | /usr/bin/rt-mailgate --queue one_queue --action correspond --url
    https://limedaley.com/rt/
    }
    :0w
  • (^From: (one2|another2)@particular.user)
    | /usr/bin/rt-mailgate --queue two_queue --action correspond --url
    https://limedaley.com/rt/
    }

I took my procmail code (based on code previously on this list) and
modified it a bit for your stuff, but I didn’t test it at all.On Wed, 22 Jun 2005, David Young wrote:

We’re trying to setup RT to track support requests within our company.
We have about 50 staff, in 5 different departments. We want this to be
as basic as possible, and only want to give the staff one email address
to send requests to.

We’d like to separate our RT requests by department. At the end of the
week, management want a report on “IT support resources used”, per
department. The IT manager doesn’t want IT staff to manually set each
ticket’s department, based on a custom field. He wants the department to
be automatically set, depending on the user who requests the ticket. (He
doesn’t mind manually adding each user to a department / group, once)

What would be the best way to accomplish this?

Multiple queues is out, because of the one-support-address rule, above.

3

We’re trying to setup RT to track support requests within our company.
We have about 50 staff, in 5 different departments. We want this to be
as basic as possible, and only want to give the staff one email address
to send requests to.

One way is to use procmail to filter to different queues (as someone
already posted) another is to use a custom scrip to set a CustomField
based on the requestor.

I noticed that RT 3.4.x allows custom “user” fields. Would it be
possible to bring a user-based custom field into a search? If that were
the case, I could create a custom user field called “department”, and
have the IT manager manually group each user into departments. There
when pulling up a search / report, I could just include that custom
field?

I expect this would work. Though those fields may be more onerous to
access via the api than you’d like. Also, do you have users who are in
multiple departments?

seph