Q1: can RT do “sub-queues”?
Here’s why I’m asking.
One of the queues we use is called “Sysadmin” - for tasks which are
System Administration in nature (as opposed to “helpdesk”, “accounting”,
etc.)
Within the category of Sysadmin, there are some tasks which are
reoccuring and could use their own “sub-queue” - eg. adding/removing
users (we’re a university dept so every semester I have to add/remove
some 60/75 students); documentation of the system (both FAQ for users as
well as internal documentation).
Q2: do sub-queues make sense?
I am trying to be too fine here? Is this something other people have
thought about?
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Chris,
You could create a Custom Field called “Work-Category” for your SysAdmin
Queue and then create a Queue to handle the tickets for each specific value
or set of values in that CF. Then you will need to write a scrip for your
“SysAdmin” Queue to evaluate that CF and based on specific values, move the
ticket to that corresponding Queue.
That’s the best advice I can offer.
Kenn
LBNLOn Mon, Feb 14, 2011 at 7:10 AM, Chris Barnes chris-barnes@tamu.edu wrote:
Q1: can RT do “sub-queues”?
Here’s why I’m asking.
One of the queues we use is called “Sysadmin” - for tasks which are System
Administration in nature (as opposed to “helpdesk”, “accounting”, etc.)
Within the category of Sysadmin, there are some tasks which are reoccuring
and could use their own “sub-queue” - eg. adding/removing users (we’re a
university dept so every semester I have to add/remove some 60/75 students);
documentation of the system (both FAQ for users as well as internal
documentation).
Q2: do sub-queues make sense?
I am trying to be too fine here? Is this something other people have
thought about?
–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
We went with having lots of specific queues initially (we’re a large
secondary school in the UK with about 1500 users and 600 desktop PCs to
support) however over time we’ve settled on two queues. There’s an
overhead in getting users to send jobs to the correct email address (and
hence the correct queue) and also an overhead in sorting tickets in to
queues yourself.
Hope that helps
Actually - it does. 
I can see how “queue proliferation” can become burdensome.
We have 8 queues (Accounting, AV, Hardware, Helpdesk, Software,
SysAdmin, Unassigned, & Website (content)) - but will probably drop the
Unassigned and have the Helpdesk queue be the default queue (the one
that mailgate uses to dump tickets into RT).
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590