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.
Cheers, Mike -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Donny Brooks Sent: Tuesday, August 27, 2013 8:03 AM To: [email protected] 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: Phone New user virus etc.... 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.
