by Hi all. I am working on replacing Intuit TrackIt with RT for our IS staff of seven and thought I’d avail myself of the knowledge of the League. I’m sure others will be helped by this too, unless we’re the last seven people who aren’t using RT.
I’ve installed RT and it’s working fine. I’m mainly wondering how my peers have their systems setup, e.g. how are your queues organized, what custom fields have you created, what scrips have you written or found that are particularly userful/nifty, etc. This will all be somewhat dependent on your work environment, of course, so some info on that will be useful for putting everything in context.
Our shop serves a financial services ASP. We’re responsible for end-user desktop support as well as server maintenance and support. Our goal is to have everything in the ticketing system, i.e. if it doesn’t have a ticket it doesn’t get worked on.
Looking forward to reading your postings.
Bill