[rt-users] RT best practice

[Tim Wilson]

Hi everyone,

Other than some final email configuration, my RT install is ready to go. I
wonder if some of the RT gurus on the list would be willing to offer a
suggestion or two about how to configure RT for my organization.

I work for a fairly large school district (about 9,000 students K-12). We
have 10 different schools plus a district office where we have several
district-wide tech support people and network managers. Each of our schools
has at least one dedicated tech support person.

Most day to day tech support issues get handled by the tech support people
in the schools. Occasionally they run into problems that need to be
addressed by one of us at the district office. The district office staff
work on network issues, servers, and the like.

I have questions like:

1. Should I have lots of queues with each building having its own complete
set, duplicating queues in other buildings, or should I have relatively few
with the building techs managing their own tickets within the larger queues?

2. A related question... Should I have lots of email address for our
teachers to try to remember, or should we create a bare minimum and have our
techs sort tickets as they come in?

3. How could we use RT groups to better organizer our tickets?

4. Is it possible to create a queue that only one person could see and work
on?

Any ideas from the list would be appreciated.

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270