Re [rt-users] Sub queue

[Adrian Carter]

Jared, 
    Your queries are all fairly standard, and in fact, some of your 
requested functionality is part of the standard package and manual. I 
suggest reading the README's and looking at wiki.bestpractical.com , 
because I can assure you now, you'll wait for ever and a day for people 
to answer queries that are dealt with in the README or Wiki.

    For your benefit:
    SubQueues: No, these aren't supported, but you dont need them. You 
use the Groups functionaility. I have queues called Support, 
Support-Dial, Support-DSL and Support-Hosting. The Group "Support" is 
the AdminCC for all 3 groups, and I have permissions set allowing 
"Support" to have full access to Support, Support-Dial, etc.

    Check Status of Ticket through web:
    Can be done, but probably not very smart: Means anyone can read 
anyones ticket and corrospondence. What if theres sensitive information 
or passwords in it? I think you'd better think a bit better about what 
you want to achieve. If you *REALLY* still want to do something this 
hazardous, then hey, just set the global privlege "Everyone" to beable 
to "SeeQueue" and "SeeTicket" and "SeeComments". Then check out the 
SelfService function of RT

    Emailing tickets to users:
    Sheesh man.. have you even read a manual? create a group if there is 
multiple users, or list the specific user as an AdminCC. AdminCC's get 
all comments/corrospondence, CC's just get Replies.

    Project Management:
    Google the mailing list - but really.. use your own head, its not 
that hard. Write some Scrips that accomplish what you want.

    Autoreports:
    Look at RT3Statistics

   And lastly, cause I want to rant...Take 5 minutes to RTFM my friend!!!!

RTFM

RTFM

RTFM

   

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au