[rt-users] Keywords, uses.

[Rich Lafferty]

On Fri, Jun 07, 2002 at 01:49:38PM -0400, Chris Johnson (johnson at nmr.mgh.harvard.edu) wrote:
>      Hi,
> 
>      Question about keywords.  I see where they can be used to give
> finer grain classifications on problems for example, which OS, machine
> type, etc.  What other uses have there been for them?  What does
> everyone use them for?

FWIW:

(root)
  global
  queue
    sysadmin
      closure reason
        Done
        Won't do
      ticket classification
         reactive
          System fault
          User problem
         planned
          New feature request
          Purchase - software
          Purchase - hardware
          MACS - user
          MACS - hardware
          MACS - software
        other
    support
      ticket classification
        bug
        PEBCAK - handholding
        documentation
        new feature request
        customization
        billing inquiry
        PartnerZone account
      closure reason
        Done
        No support
        Inappropriate
        Bug raised
        Timeout
      server-version
        5.5, 6000R2
        5.1.2
        5.1.1, 6000R1
        5.0
        4.1.2
        4.1 or prior
      taxonomy
        Server
          Hardware
          Internet connection
          DNS
          Installation - initial configuration
          Local networking
          Users - Groups - Directories
          Fileserver - I-Bays
          Mail
          Webserver
          Proxy
          Printing
          Backup
          Remote Access
          Security
          Customization
          Housekeeping
        ServiceLink
          Partner Zone
          Sync
          Guaranteed Email
          DNS Hosting
          Virus Protection
          VPN
        Blades
          Updates
          Mp3 Jukebox
      knowledge base
        Article Written
        Needs Article


That last one lets tier 2 support folks mark closed tickets as having
covered something useful for our KB -- then once a month or so someone
from Tier 3 goes through all of the tickets marked thus and writes the
KB entries.

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
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