How to create a queue?

  • Approval and appointment for administration:
    In principle, this requires the approval of the responsible group management, as well as the appointment of a responsible contact person who takes over the administration of the RT queue in the group.
  • Form:
    Furthermore, a form for "Registration of a processing activity" must be filled out for each queue. Among other things, this form specifies which data, if any, is collected from users and how long it is stored.  The "default" setting here is the deletion of a ticket as soon as it is three years old. However, it is possible to extend the retention period in well justified cases. In this case, an adaptation of our template for the form must be made in consultation with D4. Our template can be found here.
  • Create a queue-specific auto-reply:
    In addition, an auto-reply is set for each queue, which users receive when they generate a ticket. In this "auto-reply", the users are informed about the storage and processing of their data in the ticket system and referred to our privacy policy. Our template can be used for this purpose. You can find it here.
  • Checking and planning the settings:
    An overview of central settings for queues can be found here.


As soon as we have all the necessary information and the form, we can create a queue with the desired name and e-mail address. In addition, there is the possibility to receive training on the use and functionality of the request tracker. (For a training please contact )


E-Mail: Request-Tracker