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

2015-05-05 Thread Geico Caveman
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 lcado...@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.





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

2015-05-04 Thread Geico Caveman
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.