I am using rt for almost two years now for the single purpose of IT helpdesk. I have integrated it with Active Directory by help of RT::Authen::ExternalAuth and RT::Extension::LDAPImport, and also with our e-mail system by help of fetchmail and rt-mailgate. Everything works great, and I am very thankful for the great software.
Now I have the requirement to add another queue for quality department. I have created new queue and pair of mailboxes, and set queue group permission the same way I did for IT helpdesk queue. The problem is that both queues are visible to staff of any of the two queues, which causes confusion. Also, frequently used "Quick ticket creation" creates ticket in IT helpdesk queue by default. Is there a possibility to create multiple queues where each queue staff would see only their queue (without even knowing there are other queues)? Thank you in advance, -- Marko Cupać -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training