[rt-users] Keyword concept confusion

[justin m. clayton]

Hi all,

I've just come up from the ranks of RT1 to RT2 and am a bit confused about
the new Keywords stuff. It looks powerful, but unfortunately the docs are
a bit sketchy at this point (or I don't get them). Can someone please
explain it to me in the context of what I want to do?

Basically, I want to mirror the selection of Areas a la RT1, only with
some heirarchy. So, I want to tag a ticket as a bug, project, request,
etc. I also optionally provide more specific info (software request vs
configuration request or request for purchase of equipment), and still be
able to search based on any level of heirarchy (so, search for
Request/Software, or just for all Requests).

I *thought* that I just defined this order in Configuration.Keywords, but
I guess that's not how it's done. Where do Keyword Selections come in to
play? I plan to apply these keyword sets to all queues at the moment, but
would also like to know how to deal with the possibility of setting up
alternates for a different queue at some point.

Thanks in advance for all your help. RT2 is a great product!

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F