Keywords, uses

RT Users
1

Hi,

 Question about keywords.  I see where they can be used to give

finer grain classifications on problems for example, which OS, machine
type, etc. What other uses have there been for them? What does
everyone use them for?

 Thank you.

Chris Johnson |Internet: johnson@nmr.mgh.harvard.edu
Systems Administrator |Web: http://www.nmr.mgh.harvard.edu/~johnson
NMR Center |Voice: 617.726.0949
Mass. General Hospital |FAX: 617.726.7422
149 (2301) 13th Street |“The two most abundant things in the Universe
Charlestown, MA., 02129 USA | are hydrogen and stupidity.” Harlan Ellison

2 
 Hi,

 Question about keywords.  I see where they can be used to give

finer grain classifications on problems for example, which OS, machine
type, etc. What other uses have there been for them? What does
everyone use them for?

FWIW:

(root)
global
queue
sysadmin
closure reason
Done
Won’t do
ticket classification
reactive
System fault
User problem
planned
New feature request
Purchase - software
Purchase - hardware
MACS - user
MACS - hardware
MACS - software
other
support
ticket classification
bug
PEBCAK - handholding
documentation
new feature request
customization
billing inquiry
PartnerZone account
closure reason
Done
No support
Inappropriate
Bug raised
Timeout
server-version
5.5, 6000R2
5.1.2
5.1.1, 6000R1
5.0
4.1.2
4.1 or prior
taxonomy
Server
Hardware
Internet connection
DNS
Installation - initial configuration
Local networking
Users - Groups - Directories
Fileserver - I-Bays
Mail
Webserver
Proxy
Printing
Backup
Remote Access
Security
Customization
Housekeeping
ServiceLink
Partner Zone
Sync
Guaranteed Email
DNS Hosting
Virus Protection
VPN
Blades
Updates
Mp3 Jukebox
knowledge base
Article Written
Needs Article

That last one lets tier 2 support folks mark closed tickets as having
covered something useful for our KB – then once a month or so someone
from Tier 3 goes through all of the tickets marked thus and writes the
KB entries.

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------