[rt-users] question about watchers

[Aaron Sallade]

Nelson,

I'm not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL - 

Make a Queue named "Helpdesk" and have that be the default queue for all
tickets. By default they are assigned to "nobody". So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your "Helpdesk Staff" (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don't have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Nelson Pereira [mailto:npereira at protus.com] 
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I'm thinking is we will only have 2 emails.
1 for approvals (this queue "Approval" is assigned to the Network
Services Manager and he approves work to be done, but I'm not there
yet...)
1 for general support

Users or Agents send email to the general support email.
This get's put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way...?

We have to segregate queues per sections, and we have about 6 sections,
but I don't want 1 email per section...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,


	What's the difference between dumping all tickets from a
specific email 
address to an Unassigned (whatever that means) Queue to putting them in 
an assigned Queue? As to setting up notifications, that's should be 
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:
> Not sure if this is the option I want, but here is what I need.
> 
>  
> 
> I have all emails from a specific Email address going to an UnAssigned

> queue.
> 
> I need to set this up so that when I ticket is created in this queue,
to 
> send a notification to a group of privileged users.
> 
> How could I do this?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
>
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