Questions on RT


#1

Hello,

I am a beginner of RT system.

I have some questions on the use of this;

(1)How do we configure “queue member”?

(2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version?

(3)In the current release, there is no concept “customer” such as in Queue filters. Is there any plan to include in new version?

TIA


Kazu Kimura kimura@ctc.ad.jp
IP Network tech. dep. CTC
Phone +81-52-740-8101
Fax +81-52-740-8935



#2

Hello,

I am a beginner of RT system.

I have some questions on the use of this;

(1)How do we configure “queue member”?

In the RT administrators, grant someone ‘manipulate’ permissions
for a given queue.

(2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version?

RT2 keeps track of much more information about a requestor.

(3)In the current release, there is no concept “customer” such as in Queue filters. Is there any plan to include in new version?

Right now, you want the “Requestor” field. it does a string match on the
customer email address.

TIA


Kazu Kimura kimura@ctc.ad.jp
IP Network tech. dep. CTC
Phone +81-52-740-8101
Fax +81-52-740-8935



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#3

Hello,

I am a beginner of RT system.

I have some questions on the use of this;

(2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version?

RT2 keeps track of much more information about a requestor.

In RT, is requestor a customer?

Suppose there are service provider and its customers. and SP has
customer assistance center and analysts. Sometimes, customer calls to
analyst to request for trouble shooting and analyst will open a queue in
RT. In this case, requestor is analyst and not customer. Can RT handle
this case now or in the future?


Kazu Kimura kimura@ctc.ad.jp
IP Network tech. dep. CTC
Phone +81-52-740-8101
Fax +81-52-740-8935



#4

Hello,

I am a beginner of RT system.

I have some questions on the use of this;

(2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version?

RT2 keeps track of much more information about a requestor.

In RT, is requestor a customer?

Suppose there are service provider and its customers. and SP has
customer assistance center and analysts. Sometimes, customer calls to
analyst to request for trouble shooting and analyst will open a queue in
RT. In this case, requestor is analyst and not customer. Can RT handle
this case now or in the future?

The analyst can enter the customer as the requestor. when he creates the request.

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621


#5

Hello,

Just a few questions concerning RT.

(1)As for the transaction display on Web interface, transactions are
displayed from up to down. Is it possible to change the order? In
other words, Can we observe the latest transaction on the top?

(2)Is it possible to calculate the MTTR of the tickets of the month?

(3)Does anybody have ISO 9000 certification with RT?

Regards,


Kazu Kimura kimura@ctc.ad.jp
IP Network Engineering, CTC
Phone +81-52-740-8101
Fax +81-52-740-8935



#6

kimura@ctc.ad.jp wrote:

Hello,

Just a few questions concerning RT.

(1)As for the transaction display on Web interface, transactions are
displayed from up to down. Is it possible to change the order? In
other words, Can we observe the latest transaction on the top?

Yes, fiddle with the queue filters at the bottom of the page and when
you get them the way you like, bookmark that. Or copy the resulting URL
to some webpage.

Example:
http://your-webrt-server/cgi-bin/webrt.cgi?q_sort=number&q_reverse=1&

(2)Is it possible to calculate the MTTR of the tickets of the month?

Probably, with a suitable SQL code. If you have someone cabable of doing
SQL queries, he/she might be able to write this for you.

(3)Does anybody have ISO 9000 certification with RT?

I doubt it. Or do you mean “is there a company X that uses RT and has
ISO 9000 for the process that uses RT?” That there might be.

Regards,


Kazu Kimura kimura@ctc.ad.jp
IP Network Engineering, CTC
Phone +81-52-740-8101
Fax +81-52-740-8935



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#7

kimura@ctc.ad.jp wrote:

Hello,

Just a few questions concerning RT.

(1)As for the transaction display on Web interface, transactions are
displayed from up to down. Is it possible to change the order? In
other words, Can we observe the latest transaction on the top?

Yes, fiddle with the queue filters at the bottom of the page and when
you get them the way you like, bookmark that. Or copy the resulting URL
to some webpage.

Example:
http://your-webrt-server/cgi-bin/webrt.cgi?q_sort=number&q_reverse=1&
Tapio,
This will reverse the order of ticket list. What I want is to reverse the order of transactions of each ticket when I see web interface.

(2)Is it possible to calculate the MTTR of the tickets of the month?

Probably, with a suitable SQL code. If you have someone cabable of doing
SQL queries, he/she might be able to write this for you.
You may be right.

(3)Does anybody have ISO 9000 certification with RT?

I doubt it. Or do you mean “is there a company X that uses RT and has
ISO 9000 for the process that uses RT?” That there might be.
Yeah, your description will be more appropriate.

Regards,


Kazu Kimura kimura@ctc.ad.jp
IP Network Engineering, CTC
Phone +81-52-740-8101
Fax +81-52-740-8935