[rt-users] Categories

Michael Finn mfinn at nbutexas.com
Tue Aug 27 09:07:11 EDT 2013

We use two custom fields -- one for a category like you have listed (a multi-select list), and one for the requesting department (single-select drop-down), also for statistical tracking.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Donny Brooks
Sent: Tuesday, August 27, 2013 8:03 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Categories

On our old helpdesk (hand written php/mysql setup) we had different categories that a ticket could be put into. The choices were like:

New user

We have set up RT with a main queue that the ticket then gets routed to either one of two sub queues as we have two different I.T. groups in our agency. Instead of setting up a queue for each category what would be the best way to be able to check categories for stats? I was thinking keywords/hashtags in the resolution. Anyone else have ideas or pointers?

Donny B.

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