[rt-users] A ticket's life through multiple queues

[Chris O'Kelly]

Hi,

I once worked at a managed helpdesk company as a support agent. At the time we used an in house solution, but it was very similar to rt in it's queue, owner, requestor setup (the only difference being that there could only be one requestor in this solution, but that doesn't really pertain here). The way we did it was that we would have the ticket from a user in the helpdesk queue, do our bit of work on it, and if we needed work from another department done we would create a child ticket in, say, the Sydney systems  queue, which they would resolve once finished with (or pass ownership of back to the agent requesting extra details, who would pass it back with the details, etc etc). In out setup the owner of a ticket is emailed when a child ticket is solved, I'm sure this could be done in rt with scrips. Once they see the child ticket resolved they contact the user and resolve the original ticket. That way you have stats on what work everyone has done, as well as less worry about which queue to resolve in.

Hope this helps

On 18/09/2012, at 23:19, "Giuseppe Sollazzo" <gsollazz at sgul.ac.uk> wrote:

>
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> Hi everyone,
> I have a little "philosophical" doubt about RT, so to say.
>
> In my institutions, we have several groups, most of which have their own
> queue set. They mostly work on their queues, but occasionally need to
> transfer the ticket under another queue. In some cases, a ticket need to
> pass through 3-4 queues.
>
> My questions...
>
> Is this a common scenario?
> How do other institutions deal with this kind of issues?
> For statistical purposes, do you assign the ticket to a given queue
> before closing it?
>
> Thanks,
> Giuseppe
>
> - --
>
Regards

Chris O'Kelly
Web Administrator

Minecorp Australia
P: 07 3723 1000
M: 0450 586 190


Minecorp Australia
37 Murdoch Circuit
Acacia Ridge QLD 4110
www.minecorp.com.au
Sent Via a Mobile Device.


____________________________________
>
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
>
> Email: gsollazz at sgul.ac.uk
> Direct Dial: +44 20 8725 5160
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