Parent Queues

We are a software developer evaluating R/T as our client support system.

Can anyone tell me if it is possible to link queues to a parent queue? We
are trying to minimise the total number of queues to review on the summary
page whilst still maintaining a separate queue for each system by client.

We have many companies that use our system and we would like each company to
be able to review outstanding tickets in a queue for their company only.
e.g. Queue name Client1PMqueue, Client2PMqueue are linked to a parent queue
PMQueue that allows us to view all requests for the PM system.

Any assistance in where to look for more information or discussion as to if
this is possible would be appreciated.

Thanks in Advance

Mark Schroder
General Manager
Pulse Mining Systems P/L

We are a software developer evaluating R/T as our client support system.

Can anyone tell me if it is possible to link queues to a parent queue? We
are trying to minimise the total number of queues to review on the summary
page whilst still maintaining a separate queue for each system by client.

We have many companies that use our system and we would like each company to
be able to review outstanding tickets in a queue for their company only.
e.g. Queue name Client1PMqueue, Client2PMqueue are linked to a parent queue
PMQueue that allows us to view all requests for the PM system.

Any assistance in where to look for more information or discussion as to if
this is possible would be appreciated.

I don’t think you can link queues in that manner. But it’s pretty
easy to make a query that returns all the open tickets in a set
of queues. It’s really no trouble to review “all tickets in
all the PM queues”.

  bobg

We have many companies that use our system and we would like each company to
be able to review outstanding tickets in a queue for their company only.
e.g. Queue name Client1PMqueue, Client2PMqueue are linked to a parent queue
PMQueue that allows us to view all requests for the PM system.

Seems a bit odd to have different queues for the same product. Wouldn’t
it make sense to give proper rights to the users so that they only can
view their own tickets (having all tickets for a certain product in one queue)?

/Andreas

We have many companies that use our system and we would like each company to
be able to review outstanding tickets in a queue for their company only.
e.g. Queue name Client1PMqueue, Client2PMqueue are linked to a parent queue
PMQueue that allows us to view all requests for the PM system.

Seems a bit odd to have different queues for the same product. Wouldn’t
it make sense to give proper rights to the users so that they only can
view their own tickets (having all tickets for a certain product in one queue)?
+1

IMHO http://wiki.bestpractical.com/?Rights is worth to read.

There is only one problem in RT access control system that rights
can’t be propagated via group membership, for example you can’t say RT
to do next: “give a right to all members of the group to the object if
at least on member of the group is requestor(or in Cc, AdminCc).” This
was discussed on the ML and workaround was found, you can add as
ticket watchers users of the group with scrip.It would be really
cool
if someone who is using this aproach will update the wiki
article.

/Andreas

Best regards, Ruslan.