[rt-users] Queues, surveys for agents, and forms

[Loïc Cadoret]

Hi Geico,

Well everythings is set or created with the Web interface, so I would 
say that it is simple as a clic to create a new queue. It is totally 
possible to move ticket from one queue to an other (the ticket number 
does not change). You can also link tickets (create dependancies for 
your tickets, etc). And that thanks to the web interface so it is very 
user-friendly. You can also set different rights to your users according 
to the queue the ticket is attached from.

As I said in my previous answer, you should install it on a Virtual 
Machine (best practical is supported by almost all linux distributions) 
to test it (install is quite simple and some how to exist on the 
internet depending of what distrib you use to use).

Regards,

Loic Cadoret
IT Technician
Keyyo


Le 06/05/2015 06:47, Geico Caveman a écrit :
> Thanks Loic!
>
> I am glad to hear that it is easy to do so. But precisely **how** is 
> the question. Does it go into the config file as a new block?
>
> That said, is it possible to move tickets between queues (ensuring 
> that the ticket number does not change)? That functionality is 
> essential as very often as a request courses through the system, it 
> has to go from one office to another (and the only person who can 
> decide where it goes next is the agent in the office sending it).
>
>
>
> On Mon, May 4, 2015 at 7:54 PM, Loïc Cadoret <lcadoret at keyyo.com 
> <mailto:lcadoret at keyyo.com>> wrote:
>
>     Hi Geico,
>
>     1. Is there some documentation on how to set up multiple queues?
>     Our university has several different offices that need separate
>     queues, and while allusions are made to queues and associated
>     lifecycles, I could not find much on how to set up independent
>     queues in the first place.
>
>     > I'm not sure to understand correctly your question. In RT, you
>     can create multiple queue (I guess one by office) very easily.
>     Each queue is independant (it has it own correspond address,
>     admin, user rights, custom fields and scripts) and you can set
>     them as you want to correspondant with what want to do.
>
>     2. We plan to use user surveys on each ticket to generate
>     performance information on agents. Typically, each ticket will be
>     handled by multiple agents. Is there a way for the customer to
>     give different ratings to different agents?
>
>     > I don't think that this feature exists by default in Request
>     Tracker, maybe an external plugin can do the job. A way to do it
>     is to use Custom fields in your queue. For exemple, you create a
>     custom field by agent with the rates that can be given as values
>     of the custom field. Maybe someone else will give you a much
>     better solution.
>
>     3. How do I set up forms for common tasks?
>
>     > Do you mean that you would like to create php form wich will
>     create a ticket by submiting it ? If yes, then yes it is totaly
>     possible.
>
>     I think that it would be a very good idea to install Request
>     Tracket on a test VM in order to test this solution and get more
>     familiar with its functionalities.
>     You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/
>
>     Hope it helped you,
>
>     Regards,
>
>     Loic Cadoret
>     IT Technician
>     Keyyo
>
>
>     Le 04/05/2015 15:55, Geico Caveman a écrit :
>
>         I have not yet deployed RT, and am spending time studying it
>         before I do so.
>
>         There are many questions at this stage, but beyond what I have
>         found in the docs:
>
>         1. Is there some documentation on how to set up multiple
>         queues? Our university has several different offices that need
>         separate queues, and while allusions are made to queues and
>         associated lifecycles, I could not find much on how to set up
>         independent queues in the first place.
>
>         2. We plan to use user surveys on each ticket to generate
>         performance information on agents. Typically, each ticket will
>         be handled by multiple agents. Is there a way for the customer
>         to give different ratings to different agents?
>
>         3. How do I set up forms for common tasks?
>
>         I realize that I need to go deeper into the documentation (and
>         I have to a first pass, read all that is included the user
>         manual for 4.2.10, so simply RTFM will not be a helpful
>         response), but I find myself faced with these unaddressed
>         questions.
>
>         Please bear with a newbie here and feel free to point me to
>         the right documentation.
>
>         Thanks.
>
>
>

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