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

2015-05-06 Thread 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 lcado...@keyyo.com 
mailto: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.







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

2015-05-06 Thread k...@rice.edu
On Wed, May 06, 2015 at 10:17:27AM +0530, Geico Caveman wrote:
 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).
 

Hi,

If you give the other groups that need to move tickets into other queues
the CreateTicket and SeeQueue rights for those queues, they will show up
in their dropdown box and they can pass tickets to those queues. They
will not see the tickets in those queues. We do this often. Make sure
you do this with groups and group permissions to keep it managable.

Regards,
Ken


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.


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

2015-05-04 Thread Loïc Cadoret

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.