[rt-users] Categories

[Michael Finn]

We use two custom fields -- one for a category like you have listed (a multi-select list), and one for the requesting department (single-select drop-down), also for statistical tracking.

Cheers,
Mike

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Donny Brooks
Sent: Tuesday, August 27, 2013 8:03 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Categories

On our old helpdesk (hand written php/mysql setup) we had different categories that a ticket could be put into. The choices were like:

Phone
New user
virus
etc....

We have set up RT with a main queue that the ticket then gets routed to either one of two sub queues as we have two different I.T. groups in our agency. Instead of setting up a queue for each category what would be the best way to be able to check categories for stats? I was thinking keywords/hashtags in the resolution. Anyone else have ideas or pointers?
-- 

Donny B.