On our old helpdesk (hand written php/mysql setup) we had different categories that a ticket could be put into. The choices were like:
Phone New user virus etc.... We have set up RT with a main queue that the ticket then gets routed to either one of two sub queues as we have two different I.T. groups in our agency. Instead of setting up a queue for each category what would be the best way to be able to check categories for stats? I was thinking keywords/hashtags in the resolution. Anyone else have ideas or pointers? -- Donny B.
