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