We use kind of the same idea here. We have an offsite/contract level 1 desk that charges per incident and type. We have created a custom field called "TAG" with the valid resolution type. The search can then be done from the Simple Search by using "cf.TAG:value"
Tools > Configuration > Custom Fields > Create will get you to the setup. -- Matt Brister - Sr. Desktop Support Analyst (mbris...@talentwise.com<mailto:mbris...@talentwise.com>) O: (425)492-8281 C: (425)533-5714 -----Original Message----- From: Donny Brooks <dbro...@mdah.state.ms.us<mailto:donny%20brooks%20%3cdbro...@mdah.state.ms.us%3e>> To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com> Subject: [rt-users] Categories Date: Tue, 27 Aug 2013 08:02:31 -0500 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?
