[rt-users] Queues, surveys for agents, and forms

Loïc Cadoret lcadoret at keyyo.com
Mon May 4 10:24:00 EDT 2015


Hi Geico,

1. Is there some documentation on how to set up multiple queues? Our 
university has several different offices that need separate queues, and 
while allusions are made to queues and associated lifecycles, I could 
not find much on how to set up independent queues in the first place.

 > I'm not sure to understand correctly your question. In RT, you can 
create multiple queue (I guess one by office) very easily. Each queue is 
independant (it has it own correspond address, admin, user rights, 
custom fields and scripts) and you can set them as you want to 
correspondant with what want to do.

2. We plan to use user surveys on each ticket to generate performance 
information on agents. Typically, each ticket will be handled by 
multiple agents. Is there a way for the customer to give different 
ratings to different agents?

 > I don't think that this feature exists by default in Request Tracker, 
maybe an external plugin can do the job. A way to do it is to use Custom 
fields in your queue. For exemple, you create a custom field by agent 
with the rates that can be given as values of the custom field. Maybe 
someone else will give you a much better solution.

3. How do I set up forms for common tasks?

 > Do you mean that you would like to create php form wich will create a 
ticket by submiting it ? If yes, then yes it is totaly possible.

I think that it would be a very good idea to install Request Tracket on 
a test VM in order to test this solution and get more familiar with its 
functionalities.
You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/

Hope it helped you,

Regards,

Loic Cadoret
IT Technician
Keyyo

Le 04/05/2015 15:55, Geico Caveman a écrit :
> I have not yet deployed RT, and am spending time studying it before I 
> do so.
>
> There are many questions at this stage, but beyond what I have found 
> in the docs:
>
> 1. Is there some documentation on how to set up multiple queues? Our 
> university has several different offices that need separate queues, 
> and while allusions are made to queues and associated lifecycles, I 
> could not find much on how to set up independent queues in the first 
> place.
>
> 2. We plan to use user surveys on each ticket to generate performance 
> information on agents. Typically, each ticket will be handled by 
> multiple agents. Is there a way for the customer to give different 
> ratings to different agents?
>
> 3. How do I set up forms for common tasks?
>
> I realize that I need to go deeper into the documentation (and I have 
> to a first pass, read all that is included the user manual for 4.2.10, 
> so simply RTFM will not be a helpful response), but I find myself 
> faced with these unaddressed questions.
>
> Please bear with a newbie here and feel free to point me to the right 
> documentation.
>
> Thanks.



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