We are new users of RT - and so far it looks real good…
However, I have a couple of questions:
Has anyone done any modifications of RT in order to add an
inventory database to it? It would be really great to be
able to track problems pertaining to a specific computer, and
not only obnoxious users
Could be a simple as another table in the database and some web
pages where you add comments about the inventory ID number, or something.
Are there any users out there willing to share their setups? There
seems to be many ways one can use this, and some might be smarter
I’m thinking of issues like one queue/multiple queues, how to
configure Watchers in a good way, what Scrips to use and when…
Our situation is (probably very similar to many other users):
Computer Support group (5-6 people).
People send today problem reports/requests to one mailing list
that all sysadmins read (and noone acts upon
We have problems in a couple of categories (Sun, PC, Mac, Printers)
All sysadmins act as both the “front line” and the backend…
How should one set this up to work best?
Peter Eriksson firstname.lastname@example.org Phone: +46 13 28 2786
Computer Systems Manager/BOFH Cell/GSM: +46 705 18 2786
Physics Department, Linköping University Room: Building F, F203
SE-581 83 Linköping, Sweden http://www.ifm.liu.se/~peter