[rt-users] Personal Queues/Tags

[gordon at cryologic.com]

I have multiple searches listed on my homepage which are subsets of all 
the tickets I own:
a list of tickets due this week
a list of tickets of highest priority
etc, etc.

If you can categorise your tickets effectively you should be able to 
create searches to list just those categories.

Gordon


Alex Howells wrote:
> This is as much a question to find out how everyone else manages, as a
> query about what features / hacks / patches may exist to solve stuff!
> 
> We operate a number of queues such as:
> 
>    Admin
>    Enquiries
>    Orders
>    etc etc etc
> 
> Tickets will come in to those via various mail addresses, but in terms
> of daily work-flow, generally anyone will pick up tickets from across
> the queues to deal with. Ownership will change to that person, ownership
> can be changed to pass a ticket if required (escalation).
> 
> What I'm really after is a way to better handle my own queue, which
> often gets quite full and difficult to navigate with 100+ 'open' tickets
> -- typically tickets fall into a few different categories:
> 
>    * Just taken, requires initial response to request
>      more information or begin to address customer issue.
>      Important if I take these during the working day they
>      get a reply (to the customer) before 5pm.
> 
>    * Taken, dialogue has happened. Customer is now waiting
>      on me to action something but it isn't a new ticket;
>      these don't require action by 5pm but need movement
>      within 48-72 hours or people don't feel the love.
> 
>    * Waiting on information from customer, no expectation
>      the issue is resolved.  Clarification required, etc.
> 
>    * Suspect the issue is fixed, waiting for confirmation
>      of that from the customer.  If no response received
>      then I'd usually close these after 48-72 hours which
>      issues an explicit mail stating "We believe its fixed".
> 
> Fourth 'category' (48-72 hour wait) basically avoids spamming customers
> with a resolved mail -- logic behind this is customers get frustrated if
> there's been a misunderstanding and they do *not* think the issue is
> resolved, plus a high "churn rate" (resolved -> reopened) is bad.
> 
> I almost get tempted to stall stuff in the fourth category since that
> gets them out of my 'front page' view but they'll pop back up if/when
> the customer replies, but then they never actually get resolved!
> 
> So how do you chaps manage a 'large' personal queue, ensuring the right
> tickets get your attention at the right times?
> 
> As a side note -- with regards stalled/resolved tickets in a personal
> queue where a member of staff is away.. is there an easy way to tell RT
> someone is away, so any reopened stuff during that duration
> automatically gets moved into the unowned queue for attention?
> 
> Cheers!
> Alex