Sub Queues

At 12:37 PM 2/13/2004, Cerion Armour-Brown wrote:

I see - so how do you manage multiple levels in your issue tracking?
Or do you simply find it’s not necessary?

I don’t enforce a relationship in an issue tracking queue because, most
often, the issues are not that critically linked. I do have CFs to make
searching easier. I’ve found it is hard enough to get support staff fill in
simple information like platform and OS when a user calls in that forcing
much more information into a ticket is not worth it. I leave it up to
second level support people and managers to create links between tickets
and fill in the details of what application or component of an application
is affected.

My trouble is I’ve never used a system like this… perhaps what I really
need
is a project management course :wink:

I’ll be honest that most of my experience is not with RT but Remedy ARS.
The theories are still the same. The implementation is just different.
Project management and software engineering are different disciplines.
Education in both (formally in project management and informally in
software engineering) has been very enlightening for me. I found that I
don’t necessary agree with the real world applicability of some of the
things the purists say. But, it has helped me improve the processes that I
do use and understand a lot of what my suppliers do.

Michael

Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

Thanks for the help with my issue on Friday, RT is now happy again!

I have two questions regarding sub-queues:

  1. does RT support them?
  2. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue

“PM Work” (the first level queue)
“Larry’s work load” (sub-queue of “PM Work” queue)
“Bob’s work load” (again, a sub-queue of “PM Work” queue)

Does anyone have an idea of how to implement this queue architecture?

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET

I don’t remember seeing them anywhere, but then, I am new to RT.

I would think you could implement something close to it using a
custom field, however…On Mon, Mar 21, 2005 at 04:32:36PM -0600, Ennis William McCaffrey wrote:

Thanks for the help with my issue on Friday, RT is now happy again!

I have two questions regarding sub-queues:

  1. does RT support them?
  2. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue

“PM Work” (the first level queue)
“Larry’s work load” (sub-queue of “PM Work” queue)
“Bob’s work load” (again, a sub-queue of “PM Work” queue)

Does anyone have an idea of how to implement this queue architecture?

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET


The rt-users Archives

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I have two questions regarding sub-queues:

  1. does RT support them?

Not directly, I don’t think, no.

  1. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue

“PM Work” (the first level queue)
“Larry’s work load” (sub-queue of “PM Work” queue)
“Bob’s work load” (again, a sub-queue of “PM Work” queue)

Does anyone have an idea of how to implement this queue architecture?

Presumably the thrust of your question is that you want to be able to
have individual queues for each tech, and also be able to see a rollup
display with all?

I’m not so sure, personally, that you really ought to have everyone’s
tickets in individual user queues, but that might be just me.

But if you wanted to simulate the super-queue rollup report, you could
probably do that with a saved query, assuming you have the appropriate
permissions on all the queues. I suspicion that the MIT people might
have something to say about this issue, too, based on the queue names
they show in their training booklet.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me

Re: Sub Queues

Ennis William McCaffrey wrote:

  1. does RT support them?

It’s important to think of Queues as top level structures that apply
permissions, scrips and templates to their contents. If you don’t need to
associate unique permissions, scrips or templates to some tickets, then
you probably don’t want them in a separate Queue.

Rick R.

We’ve implemented sub-queue functionality using queue-specific custom
fields. We called ours areas, keeping with an old RT-ism. It’s
searchable just like any other custom field, but we’ve added some other
hacks so that everyone can view the different areas and know what queue
they’re related to.On Mon, 2005-03-21 at 16:32 -0600, Ennis William McCaffrey wrote:

Thanks for the help with my issue on Friday, RT is now happy again!

I have two questions regarding sub-queues:

  1. does RT support them?
  2. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue

“PM Work” (the first level queue)
“Larry’s work load” (sub-queue of “PM Work” queue)
“Bob’s work load” (again, a sub-queue of “PM Work” queue)

Does anyone have an idea of how to implement this queue architecture?

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET


The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

I suppose you might also be able to make a hierarchy using the parent child
links with some sort of uber ticket, though using custom fields really seems
to make sense.

I was considering using a custom field to identify which requests were a
part of which software release, or a parent ticket situation… I haven’t
played with it enough to know which one I will use.On Mon, Mar 21, 2005 at 10:39:55PM -0600, Jeremy Baumgartner wrote:

We’ve implemented sub-queue functionality using queue-specific custom
fields. We called ours areas, keeping with an old RT-ism. It’s
searchable just like any other custom field, but we’ve added some other
hacks so that everyone can view the different areas and know what queue
they’re related to.

On Mon, 2005-03-21 at 16:32 -0600, Ennis William McCaffrey wrote:

Thanks for the help with my issue on Friday, RT is now happy again!

I have two questions regarding sub-queues:

  1. does RT support them?
  2. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue

“PM Work” (the first level queue)
“Larry’s work load” (sub-queue of “PM Work” queue)
“Bob’s work load” (again, a sub-queue of “PM Work” queue)

Does anyone have an idea of how to implement this queue architecture?

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET


The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

 www.suave.net - Anthony Ball - ant@suave.net
    OSB - http://rivendell.suave.net/Beer

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