General Question - Queue Management

RT Users
1

Dear RT users,

I am wondering if there is a way to organize tickets in a queue. For
example, we may have a queue called “system administration”. But I
would like to sort tickets and put them into sub-categories like Email,
DNS, DHCP, LDAP, DB.

Is this possible? Any suggestions or comments are very appreciated.

Thanks,

Alan

2

Dear RT users,

I am wondering if there is a way to organize tickets in a queue. For
example, we may have a queue called “system administration”. But I
would like to sort tickets and put them into sub-categories like Email,
DNS, DHCP, LDAP, DB.
Yes. If you do not want to make more queues, try my RTx::Tags plugin
on CPAN. You can then tag messages in your sysadmin queue with
DNS, etc. and search for them…

Cambridge Energy Alliance: Save money & the planet

3

Dear RT users,

I am wondering if there is a way to organize tickets in a queue. For
example, we may have a queue called “system administration”. But I
would like to sort tickets and put them into sub-categories like Email,
DNS, DHCP, LDAP, DB.

Is this possible? Any suggestions or comments are very appreciated.

Thanks,

Alan

Sure - you can use a queue custom field for this.

Steve

4

Sure - you can use a queue custom field for this.
Yes, and to clarify, that is what RTX::Tags has you do. It then
provides some helpful tools for interacting with that field.

In the near future I’ll be adding an optional RT at a glance nodelet
for the tags, and may let users select the queues for which they
wish to display tag clouds.
Cambridge Energy Alliance: Save money & the planet