Queues, surveys for agents, and forms

I have not yet deployed RT, and am spending time studying it before I do so.

There are many questions at this stage, but beyond what I have found in the
docs:

  1. Is there some documentation on how to set up multiple queues? Our
    university has several different offices that need separate queues, and
    while allusions are made to queues and associated lifecycles, I could not
    find much on how to set up independent queues in the first place.

  2. We plan to use user surveys on each ticket to generate performance
    information on agents. Typically, each ticket will be handled by multiple
    agents. Is there a way for the customer to give different ratings to
    different agents?

  3. How do I set up forms for common tasks?

I realize that I need to go deeper into the documentation (and I have to a
first pass, read all that is included the user manual for 4.2.10, so simply
RTFM will not be a helpful response), but I find myself faced with these
unaddressed questions.

Please bear with a newbie here and feel free to point me to the right
documentation.

Thanks.

Hi Geico,

  1. Is there some documentation on how to set up multiple queues? Our
    university has several different offices that need separate queues, and
    while allusions are made to queues and associated lifecycles, I could
    not find much on how to set up independent queues in the first place.

I’m not sure to understand correctly your question. In RT, you can
create multiple queue (I guess one by office) very easily. Each queue is
independant (it has it own correspond address, admin, user rights,
custom fields and scripts) and you can set them as you want to
correspondant with what want to do.

  1. We plan to use user surveys on each ticket to generate performance
    information on agents. Typically, each ticket will be handled by
    multiple agents. Is there a way for the customer to give different
    ratings to different agents?

I don’t think that this feature exists by default in Request Tracker,
maybe an external plugin can do the job. A way to do it is to use Custom
fields in your queue. For exemple, you create a custom field by agent
with the rates that can be given as values of the custom field. Maybe
someone else will give you a much better solution.

  1. How do I set up forms for common tasks?

Do you mean that you would like to create php form wich will create a
ticket by submiting it ? If yes, then yes it is totaly possible.

I think that it would be a very good idea to install Request Tracket on
a test VM in order to test this solution and get more familiar with its
functionalities.
You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/

Hope it helped you,

Regards,

Loic Cadoret
IT Technician
KeyyoLe 04/05/2015 15:55, Geico Caveman a écrit :

I have not yet deployed RT, and am spending time studying it before I
do so.

There are many questions at this stage, but beyond what I have found
in the docs:

  1. Is there some documentation on how to set up multiple queues? Our
    university has several different offices that need separate queues,
    and while allusions are made to queues and associated lifecycles, I
    could not find much on how to set up independent queues in the first
    place.

  2. We plan to use user surveys on each ticket to generate performance
    information on agents. Typically, each ticket will be handled by
    multiple agents. Is there a way for the customer to give different
    ratings to different agents?

  3. How do I set up forms for common tasks?

I realize that I need to go deeper into the documentation (and I have
to a first pass, read all that is included the user manual for 4.2.10,
so simply RTFM will not be a helpful response), but I find myself
faced with these unaddressed questions.

Please bear with a newbie here and feel free to point me to the right
documentation.

Thanks.

Thanks Loic!

I am glad to hear that it is easy to do so. But precisely how is the
question. Does it go into the config file as a new block?

That said, is it possible to move tickets between queues (ensuring that the
ticket number does not change)? That functionality is essential as very
often as a request courses through the system, it has to go from one office
to another (and the only person who can decide where it goes next is the
agent in the office sending it).On Mon, May 4, 2015 at 7:54 PM, Loïc Cadoret lcadoret@keyyo.com wrote:

Hi Geico,

  1. Is there some documentation on how to set up multiple queues? Our
    university has several different offices that need separate queues, and
    while allusions are made to queues and associated lifecycles, I could not
    find much on how to set up independent queues in the first place.

I’m not sure to understand correctly your question. In RT, you can
create multiple queue (I guess one by office) very easily. Each queue is
independant (it has it own correspond address, admin, user rights, custom
fields and scripts) and you can set them as you want to correspondant with
what want to do.

  1. We plan to use user surveys on each ticket to generate performance
    information on agents. Typically, each ticket will be handled by multiple
    agents. Is there a way for the customer to give different ratings to
    different agents?

I don’t think that this feature exists by default in Request Tracker,
maybe an external plugin can do the job. A way to do it is to use Custom
fields in your queue. For exemple, you create a custom field by agent with
the rates that can be given as values of the custom field. Maybe someone
else will give you a much better solution.

  1. How do I set up forms for common tasks?

Do you mean that you would like to create php form wich will create a
ticket by submiting it ? If yes, then yes it is totaly possible.

I think that it would be a very good idea to install Request Tracket on a
test VM in order to test this solution and get more familiar with its
functionalities.
You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/

Hope it helped you,

Regards,

Loic Cadoret
IT Technician
Keyyo

Le 04/05/2015 15:55, Geico Caveman a écrit :

I have not yet deployed RT, and am spending time studying it before I do
so.

There are many questions at this stage, but beyond what I have found in
the docs:

  1. Is there some documentation on how to set up multiple queues? Our
    university has several different offices that need separate queues, and
    while allusions are made to queues and associated lifecycles, I could not
    find much on how to set up independent queues in the first place.

  2. We plan to use user surveys on each ticket to generate performance
    information on agents. Typically, each ticket will be handled by multiple
    agents. Is there a way for the customer to give different ratings to
    different agents?

  3. How do I set up forms for common tasks?

I realize that I need to go deeper into the documentation (and I have to
a first pass, read all that is included the user manual for 4.2.10, so
simply RTFM will not be a helpful response), but I find myself faced with
these unaddressed questions.

Please bear with a newbie here and feel free to point me to the right
documentation.

Thanks.

Hi Geico,

Well everythings is set or created with the Web interface, so I would
say that it is simple as a clic to create a new queue. It is totally
possible to move ticket from one queue to an other (the ticket number
does not change). You can also link tickets (create dependancies for
your tickets, etc). And that thanks to the web interface so it is very
user-friendly. You can also set different rights to your users according
to the queue the ticket is attached from.

As I said in my previous answer, you should install it on a Virtual
Machine (best practical is supported by almost all linux distributions)
to test it (install is quite simple and some how to exist on the
internet depending of what distrib you use to use).

Regards,

Loic Cadoret
IT Technician
KeyyoLe 06/05/2015 06:47, Geico Caveman a écrit :

Thanks Loic!

I am glad to hear that it is easy to do so. But precisely how is
the question. Does it go into the config file as a new block?

That said, is it possible to move tickets between queues (ensuring
that the ticket number does not change)? That functionality is
essential as very often as a request courses through the system, it
has to go from one office to another (and the only person who can
decide where it goes next is the agent in the office sending it).

On Mon, May 4, 2015 at 7:54 PM, Loïc Cadoret <lcadoret@keyyo.com mailto:lcadoret@keyyo.com> wrote:

Hi Geico,

1. Is there some documentation on how to set up multiple queues?
Our university has several different offices that need separate
queues, and while allusions are made to queues and associated
lifecycles, I could not find much on how to set up independent
queues in the first place.

> I'm not sure to understand correctly your question. In RT, you
can create multiple queue (I guess one by office) very easily.
Each queue is independant (it has it own correspond address,
admin, user rights, custom fields and scripts) and you can set
them as you want to correspondant with what want to do.

2. We plan to use user surveys on each ticket to generate
performance information on agents. Typically, each ticket will be
handled by multiple agents. Is there a way for the customer to
give different ratings to different agents?

> I don't think that this feature exists by default in Request
Tracker, maybe an external plugin can do the job. A way to do it
is to use Custom fields in your queue. For exemple, you create a
custom field by agent with the rates that can be given as values
of the custom field. Maybe someone else will give you a much
better solution.

3. How do I set up forms for common tasks?

> Do you mean that you would like to create php form wich will
create a ticket by submiting it ? If yes, then yes it is totaly
possible.

I think that it would be a very good idea to install Request
Tracket on a test VM in order to test this solution and get more
familiar with its functionalities.
You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/

Hope it helped you,

Regards,

Loic Cadoret
IT Technician
Keyyo


Le 04/05/2015 15:55, Geico Caveman a écrit :

    I have not yet deployed RT, and am spending time studying it
    before I do so.

    There are many questions at this stage, but beyond what I have
    found in the docs:

    1. Is there some documentation on how to set up multiple
    queues? Our university has several different offices that need
    separate queues, and while allusions are made to queues and
    associated lifecycles, I could not find much on how to set up
    independent queues in the first place.

    2. We plan to use user surveys on each ticket to generate
    performance information on agents. Typically, each ticket will
    be handled by multiple agents. Is there a way for the customer
    to give different ratings to different agents?

    3. How do I set up forms for common tasks?

    I realize that I need to go deeper into the documentation (and
    I have to a first pass, read all that is included the user
    manual for 4.2.10, so simply RTFM will not be a helpful
    response), but I find myself faced with these unaddressed
    questions.

    Please bear with a newbie here and feel free to point me to
    the right documentation.

    Thanks.

Thanks Loic!

I am glad to hear that it is easy to do so. But precisely how is the
question. Does it go into the config file as a new block?

That said, is it possible to move tickets between queues (ensuring that the
ticket number does not change)? That functionality is essential as very
often as a request courses through the system, it has to go from one office
to another (and the only person who can decide where it goes next is the
agent in the office sending it).

Hi,

If you give the other groups that need to move tickets into other queues
the CreateTicket and SeeQueue rights for those queues, they will show up
in their dropdown box and they can pass tickets to those queues. They
will not see the tickets in those queues. We do this often. Make sure
you do this with groups and group permissions to keep it managable.

Regards,
Ken