I have setup RT 4.0.17 on Centos 6.4 with RT::External:Auth for our ldap along with RT-mailgate and the corresponding email command stuff. All that is working, as best I can tell. We are currently testing only a single queue so we can just have one single email address users can send to and from there our manager can delegate it to whomever they deem needed. However I have a few questions.
1. How do you setup the "manager" account? Basically one that can delegate tickets to others, but still have it to where we can take ownership without their intervention if needed. 2. Is there an easy way to get statistics of number of tickets worked by each individual staff member 3. Is there a good place to read up on the various permissions and such I would need to set to allow my staff and I to do stuff. I have found hit and miss documentation in the wikia but nothing all inclusive. -- Donny B.
