No RT Expertise Required: Meet the Queue Creation Assistant

Setting up a new queue in RT is one of the most powerful things an administrator can do, and also one of the most involved. A queue is rarely just a queue. To do the job well you also think through the workflow its tickets move through, the custom fields you want to track, the groups of people involved, who can see and do what, and who should be notified. Each of those is a separate step, and knowing how they fit together is a big part of what it means to be comfortable administering RT.

The newest addition to RT-Extension-AI takes a different approach: you describe what you need in plain language, and the Queue Creation Assistant works out the rest.

A conversation, not a form

Instead of starting with an empty configuration screen, you start with a conversation. The assistant asks about the purpose of the new queue, the kinds of tickets it will handle, who is on the team, and how work should move from first request to done. You answer the way you’d explain it to a colleague. You don’t need to know how lifecycles, custom fields, groups, and rights fit together in RT, because translating your answers into those pieces is exactly what the assistant does.

When it has enough to work with, it lays out everything it intends to create
and lets you review it before anything is made. Once you approve, it builds the
queue and all of the supporting elements in one step: the workflow, the custom
fields, the groups, the rights, and the watchers.

Seeing it in action

In our demo video, we build a queue for a company’s blog editorial team to receive new ideas and take them through the process of creating the post and eventually publication. We describe that team in a few sentences, and the assistant produces a working queue with a matching workflow, custom fields for things like category and
target publish date, the right group, and sensible permissions.

You stay in control

RT-Extension-AI connects RT to the AI provider you choose and configure. It asks before it builds, and shows you the full configuration for review, so you’re always the one deciding what actually gets created. It’s an assistant that does the tedious assembly for you, not a black box that changes your system on its own.

Try it

RT 6.0.3 and the new version of RT-Extension-AI are available now for you to try, and the extension has a bunch of other AI features as well. As always, if you’d rather leave RT setup, upgrades, and hosting to us, our team is happy to help. Contact us to learn more.