More on best practices

We’re getting ready to launch RequestTracker in a ~300 employee (6
developers/4 sys admin types) company that has no existing problem
tracking system. I welcome advice on how to set up queues and
front-end.

What’s better? A couple queues (development, support) with
keyword-tagged requests (Hardware/Software/SysAdmin)? More queues
(Database development, Database bugs, Printing, Email, PC, Web, Dial-up,
SysAdministration, etc)?

Maybe have just a couple queues to which unprivileged users can submit
– and let gatekeepers distribute to more specific queues?

I envision a combination of 1) admin-entered requests via web ui, 2)
unpriv. users requests via web-ui and 3) maybe some emails forwarded via
rt-mailgate. Is it a good/bad thing to customize Create.html and
Display.html? What are the alternatives? I started to write my own
simple/tailored web-ui but I couldn’t include the “Attach” functionality
which I thought would be useful, so I went back to RT’s ui.

A “Success Stories” section with contributions from RT fans would be an
incredibly helpful addition to the documentation.

Thanks,
Carrie Coy

ccoy.vcf (198 Bytes)

Carrie Coy wrote:

We’re getting ready to launch RequestTracker in a ~300 employee (6
developers/4 sys admin types) company that has no existing problem
tracking system. I welcome advice on how to set up queues and
front-end.

What’s better? A couple queues (development, support) with
keyword-tagged requests (Hardware/Software/SysAdmin)? More queues
(Database development, Database bugs, Printing, Email, PC, Web, Dial-up,
SysAdministration, etc)?

[snip]

A “Success Stories” section with contributions from RT fans would be an
incredibly helpful addition to the documentation.

Thanks,
Carrie Coy

We have a single queue without key words and stuff, and rt works well for an IT
team of five supporting about 230 people locally and 400 nation wide.

Regards,
Harald

Harald Wagener | Systemadministrator
FCB/Wilkens GmbH | Tel.:+49-40-2881-1252
An der Alster 42 | Fax.:+49-40-2881-1263
20099 Hamburg | http://www.fcb-wilkens.com