my name is Giuseppe Sollazzo and I work for St George’s University of
London. We’re exploring RT as a ticketing mechanism for our
Helpdesk&Sysadmin Units and we’re pretty happy with it.
However, there’s one thing we’d like to do and it’s not clear if it’s
feasible or not: ‘typed’ (quick) tickets.
As our helpdesk receives multiple requests relating to shared folders
permissions, e-mail and file recovery, etc…, it would be extremely
useful if the helpdesk could create a quick ticket of a certain type.
Example: “create quick shared drive permission ticket” in which the only
things to specify are drive name and requestors.
Even more simply, we need a one-click ticket creation of a certain type,
mostly for service checks. E.g. “check nfs”, “check quota”, etc…
Has anyone implemented anything similar?
Thanks and best regards,
Senior Systems Analyst
St. George’s, University Of London
London SW17 0RE
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583