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.