[rt-users] Usefulness of keywords ?? Your setup ??

[jshoberg at attbi.com]

How does this setup sound ...

1) Personel visit a support intranet page for any 
trouble tickets.

2) From a list of drop down boxes they select a ticket 
type (queue), enter their name, and issues.

3) Once they click send a PHP page sends a mail to the 
address of the specific queue they selected.  Routing is 
done via /etc/alias.

4) Once it hits RT it should fall into the appropriate 
queue.

Is anyone using RT like this?  Pros ? Cons ? Gotchas?

The alternative would be to have a single address and 
use keywords?  Aside from answering the questions above, 
how are people using the keyword functionality? What is 
your setup?