Hi, I've been using RT since 3.8.8 for our internal IT requests. It works well but I've never really done much with Queues. I created one extra one to segregate some specific issues but that's it. Also, I'm the only one who's had to use it in anger until now. My understanding of RT and specifically Queue separation (e.g. by department, etc.) is very limited. As an aside, I recently upgraded to RT 4.0.7 and implemented Authen-ExternalAuth which works great.
We now have a requirement to use RT for external support for a new department within our organisation. Originally they requested a new instance of RT to be set up (they wanted a separate database). I have been looking at several options to do this but I'm not satisfied with any multiple instance set up configurations. I'm really unsure of the best way to move forward. The options that I see so far are: 1. Use a new queue for the new department, isolating administration and users for that department to that queue. 2. Run two instances by following http://requesttracker.wikia.com/wiki/MultipleInstances (requires hacking the code to make this work on 4.0.7). 3. Run two installations side by side having compiled with different configuration options. I am curious to know what you all think about these options and what is the recommended way to do what we want to do. I can see pros and cons for each of the choices above. A separate instance is so clear cut but the future upgrades and maintenance issues bother me. Personally I would choose number one but I need reasons to take back to the new department head so I can explain my choice and convince him it is the right thing to do. I would also need some pointers on the best way configure that option. Many thanks, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: [email protected]
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