[rt-users] Keywords.

[Peter E. Popovich]

> Can anyone explain what "Keywords" are used for in RT.

It's been over a year since I've tinkered with Keywords, so at the risk of
getting it embarassingly wrong:

If you want to categorize tickets within a queue, you can do it with
keywords. For a purely hypothetical example, if you're tracking bugs...

A BugType can be one of these:{UI (specifically GUI or CLI), Database,
Documentation}
A bug Affects one or more of: {Users, Staff}

So, you create keywords:
/BugType/UI/Graphical
/BugType/UI/Command-line
/BugType/Database
/BugType/Documentation
/Affects/Users
/Affects/Staff

Then in your queue, you add "BugType: single children of BugType up to 2
levels deep" and "Affects: multiple children of Affects up to 1 level deep".
Then your users can classify tickets with up to one BugType and as many
Affects as they need.