[rt-users] Re: managing multiple queues

Brendan Strejcek brendan at cs.uchicago.edu
Fri Dec 12 13:10:00 EST 2003


I wrote:

> > I'm setting up RT for a department with multiple administrative
> > domains (this is my criteria: if a group has its own manager, it
> > deserves a queue). By default, ticket cardinality seems to be an
> > attribute of the global RT instance. I think it would be more
> > elegant if it were an attribute of the queue.

seph wrote:

> what happens when you move a ticket between queues? In my world view,
> tickets should have unique numbers per install. If you want really
> separate queues, maybe you want separate RT installs?

Maybe. I don't think it would be that difficult; probably just a new
Apache virtual host and I guess you would need another RT hierarchy so
you could have a unique RT_SiteConfig for each instance. That would be
using different RT instances to model different departments rather that
queues which seems cleaner. Of course, a new database, but that is easy.

I will probably just stick with my template hack and explain to
individual queue users why the ticket numbers seem to jump around. I
also need to figure out how to add the queue name into the subject line
of responses from staff members also; I expect that should be easy.

BTW, I've been working on some internal documentation to make all of
this work with RT 3, OpenBSD 3.4, postfix, and PostgreSQL. It ended up
being pretty general, so I'll probably post this document when I'm done.

-- Brendan



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