[rt-users] More on best practices

Carrie Coy ccoy at ssww.com
Wed Dec 12 10:33:58 EST 2001

We're getting ready to launch RequestTracker in a ~300 employee (6
developers/4 sys admin types) company that has no existing problem
tracking system.   I welcome advice on how to set up queues and

What's better?  A couple queues (development, support) with
keyword-tagged requests (Hardware/Software/SysAdmin)?   More queues
(Database development, Database bugs, Printing, Email, PC, Web, Dial-up,
SysAdministration, etc)?

Maybe have just a couple queues to which unprivileged users can submit
-- and let gatekeepers distribute to more specific queues?

I envision a combination of 1) admin-entered requests via web ui,   2)
unpriv. users requests via web-ui and 3) maybe some emails forwarded via
rt-mailgate.    Is it a good/bad thing to customize Create.html and
Display.html?   What are the alternatives?   I started to write my own
simple/tailored web-ui but I couldn't include the "Attach" functionality
which I thought would be useful, so I went back to RT's ui.

A "Success Stories" section with contributions from RT fans would be an
incredibly helpful addition to the documentation.

Carrie Coy
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