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Hi Geico,<br>
<br>
Well everythings is set or created with the Web interface, so I
would say that it is simple as a clic to create a new queue. It is
totally possible to move ticket from one queue to an other (the
ticket number does not change). You can also link tickets (create
dependancies for your tickets, etc). And that thanks to the web
interface so it is very user-friendly. You can also set different
rights to your users according to the queue the ticket is attached
from.<br>
<br>
As I said in my previous answer, you should install it on a Virtual
Machine (best practical is supported by almost all linux
distributions) to test it (install is quite simple and some how to
exist on the internet depending of what distrib you use to use).<br>
<br>
Regards,
<pre class="moz-signature" cols="72">Loic Cadoret
IT Technician
Keyyo</pre>
<br>
<div class="moz-cite-prefix">Le 06/05/2015 06:47, Geico Caveman a
écrit :<br>
</div>
<blockquote
cite="mid:CAATiKepfLHrp82VnEYCdwq3mD6630nv+f6oYR=wxP=-a7_rwZA@mail.gmail.com"
type="cite">
<div dir="ltr">Thanks Loic!
<div><br>
</div>
<div>I am glad to hear that it is easy to do so. But precisely
**how** is the question. Does it go into the config file as a
new block?</div>
<div><br>
</div>
<div>That said, is it possible to move tickets between queues
(ensuring that the ticket number does not change)? That
functionality is essential as very often as a request courses
through the system, it has to go from one office to another
(and the only person who can decide where it goes next is the
agent in the office sending it).</div>
<div><br>
</div>
<div><br>
</div>
</div>
<div class="gmail_extra"><br>
<div class="gmail_quote">On Mon, May 4, 2015 at 7:54 PM, Loïc
Cadoret <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:lcadoret@keyyo.com" target="_blank">lcadoret@keyyo.com</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">Hi Geico,<span
class=""><br>
<br>
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.<br>
<br>
</span>
> 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.<span class=""><br>
<br>
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?<br>
<br>
</span>
> 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.<span
class=""><br>
<br>
3. How do I set up forms for common tasks?<br>
<br>
</span>
> 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.<br>
<br>
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.<br>
You can find RT doc here : <a moz-do-not-send="true"
href="https://www.bestpractical.com/docs/rt/4.2/"
target="_blank">https://www.bestpractical.com/docs/rt/4.2/</a><br>
<br>
Hope it helped you,<br>
<br>
Regards,<br>
<br>
Loic Cadoret<br>
IT Technician<br>
Keyyo
<div class="HOEnZb">
<div class="h5"><br>
<br>
Le 04/05/2015 15:55, Geico Caveman a écrit :<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
I have not yet deployed RT, and am spending time
studying it before I do so.<br>
<br>
There are many questions at this stage, but beyond
what I have found in the docs:<br>
<br>
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.<br>
<br>
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?<br>
<br>
3. How do I set up forms for common tasks?<br>
<br>
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.<br>
<br>
Please bear with a newbie here and feel free to point
me to the right documentation.<br>
<br>
Thanks.<br>
</blockquote>
<br>
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