[rt-users] Queue Groups?

[Nathan J. Mehl]

This is, I suspect, an RFE, unless I've completely misunderstood RT3's
documentation...

Would it be feasible to implement some way of logically "grouping"
queues in RT?

For example: 

Let's say that I have a medium-sized company with three internal
departments: Development, IT and Customer Support.  This company has
three products: the Widget, the Thingy and the Whatsis.  In order to
keep things tidy, each department wants several queues with associated
email gateways, e.g.:

	IT:			Helpdesk
				IT Projects

	Development:		Widget Bugs
				Thingy Bugs
				Whatsis Bugs

	Customer Support:	Widget Support
				Thingy Support
				Whatsis Support

As it stands, if Development wants to set up a list of custom fields
for, say, bug keywords, I have two options: I can set up (and attempt
to maintain) an identical set of custom fields for each of
Development's three queues, or I can set up a single, global custom
field.  The former is clunky, since keeping the fields in sync between
the queues is manual and error-prone.  The latter is fugly, since it
will, for instance, confuse the customer support staff by presenting
them with a custom field select that is completely irrelevant to them.
(Worse yet, they might actually use it instead of their own custom
fields!)

The ideal thing would be if there were some way to create a "Group of
Queues", e.g. a "Development" group containing the three "Bugs" queues
as members, and be able to apply things like custom fields, scrips and
templates at the group level.

Any thoughts?

-n

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