Le 24/08/2016 à 01:35, Alex Hall a écrit : > > > * In OST, agents (that is, staff who can take care of tickets and make > internal notes) must belong to one department only. We can use multiple > teams, but those are harder to deal with than departments.. In RT, can staff > belong to multiple departments, assuming RT has a similar setup? >
users may be in multiple groups (teams). And may have rights and roles (works) on multiple queues (team+workflow). So yes. > * Can SLAs be set to ignore weekends and holidays? If a 72-hour SLA is > assigned on Friday, that should mean three business days, not that it has to > be done Monday. > yes, see https://docs.bestpractical.com/rt/4.4.1/customizing/sla.html#Does-business-time-support-holidays > * Can things be set so that staff are notified upon certain events firing? A > very overdue ticket in any department might go to one guy in management > automatically, for instance, so that he can keep tabs on all overdue items. > yes, using rt-crontool you can do automatic escalation. You can also use saved searches with relative dates and dashboards subscriptions. > * Can we use custom IMAP folders? I had to modify OSTicket to do this, but we > have just tick...@domain.com for our email address for the system. It's with > Gmail, so I have tickets+graph...@domain.com set to go to Graphics. I did > this by telling Graphics to check the 'graphics' folder in the tickets email > account. Each department has the same setup, with a custom folder. We did > this because each new email address costs money, and we saw no point in > paying hundreds per year for a feature I could add to OST. RT will have to be > able to do the same, though. > best use of RT is usually to directly send email to him using smtp, but you can use fetchmail to get emails from pop/imap/... > * In OST, replying to an email notification posts only an internal comment, > not a full ticket reply. OST says they do this so two agents don't reply with > conflicting information for the user. For our situation, though, we need > email replies to post ticket replies, so everyone on the ticket gets email > notifications. Essentially, part of what we want is to let users carry on > email conversations surrounding a ticket, but for those responses to be > posted to the ticket at the same time. This will keep activity archived, and > will automatically create ad-hoc email groups for everyone who needs to be > part of a given issue. Since we're not using this for customers, we don't > care who sees what in * In OST, when an agent creates a ticket, it *must* be > done on behalf of a user. Since most of our tickets are internal, this gets > very annoying, and results in us posting tickets to ourselves most of the > time. I'd much prefer it if tickets could be opened on behalf of agents or, > better still, > on beha > lf of no one at all. I just want a ticket to consist of the issue, the > creator, and everyone who needs to deal with it, plus an SLA. > in RT notification are fully customizables and there is usually to kind of emails address per queue, one for comments, other for replies. As you have a great view of what you wan't but litle knowledge of RT which is higly configurable/customizable, I strongly suggest you to contact Bestpractical or other RT specialist working near you to help you so you'll do the rights choices between queues/customfields/groups/roles for your org. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
