[rt-users] [BULK] RE: question about watchers

Wed Apr 9 13:46:39 EDT 2008

Nelson,


	Try this. Setup a group that includes just the AdminCc's of each 
support queue. then, put them in the Watcher CC of the general 
(unassigned) queue. Setup a notification to email CC watchers when a 
ticket is created in the unassigned queue. Now, when a ticket is created 
in the unassigned queue, those that are the interested parties can look 
at the queue (give that "special" group the appropriate rights) and either
	a) Take the ticket they want and work on in in the unassigend queue to 
resolve, OR
	b) Move the ticket to the queue they use to work on tickets OR
	c) create a scrip that moves a ticket to the appropriate queue when the 
owner changes from nobody to somebody (whomever/whatever queue).
	Either way, with a little procedural design followed by appropriate 
scrip/template/privileges you can easilymake this work.


Kenn
LBNL

On 4/9/2008 10:20 AM, Nelson Pereira wrote:
> Thanks Aaron, but this would not work for us as we don't have dedicated
> staff to triage the tickets... Every net admin in network services has
> the ability to put tickets in specific queues based on the ticket
> itself.
> 
> Most tickets would be opened from them self and put in specific queues,
> but in some cases, second line will opened tickets via email as they
> wont have access to RT directly, only Net Admins will.
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
> Sent: Wednesday, April 09, 2008 12:59 PM
> To: Nelson Pereira; Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: [BULK] RE: [rt-users] question about watchers
> Importance: Low
> 
> 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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