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Yoyodyne's corporate internal helpdesk fields a couple hundred inquiries a day by phone and by email. No matter how simple the problem report or question is, a ticket is always opened. Eighty percent of the time, the tickets are closed out immediately with a simple note like "Told the user to reboot." Having a record of every call that comes into the helpdesk has made new staffing requests much easier and has helped to identify what software and hardware are the best candidates for upgrade or replacement during the next budget year.
7.2.1. Custom Fields
The Helpdesk queue has several custom fields.
RT originally was designed for use by a helpdesk, so just about all the scrips that Yoyodyne uses for the helpdesk shown in Table 7-2 are included the RT distribution.
Using a specialized template named Password, the Helpdesk queue has RT send a password for the SelfService web interface to each user the first time they submit a helpdesk ticket. If a user already has an RT account with a password, nothing will happen.
The helpdesk uses a single custom email template named Password. It's the autoreply with Password template defined in Chapter 6.
To make it easier to manage access control, all helpdesk staff is added to a Helpdesk group.
To allow all staff at Yoyodyne to submit tickets to RT, the Privileged group has the following ACL rights:
SeeQueue CreateTicket ReplyToTicket
To let end users use the SelfService interface to log in, view, and update their own tickets, the Requestor role group has the following rights:
Yoyodyne's helpdesk staff is able to do just about everything to tickets in the Helpdesk queue, so the RT administrators granted the Helpdesk group the following ACL rights:
ShowTicket ShowTicketComments ShowOutgoingEmail Watch WatchAsAdminCc CreateTicket CommentOnTicket OwnTicket ModifyTicket DeleteTicket TakeTicket StealTicket
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