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
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,
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.
ccoy.vcf (198 Bytes)