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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Many thanks for your response. What I was
getting at was utilizing a single DB for multiple Request instances, as opposed
to apache instances. I was thinking along the lines of a membership view where
groups of members could have their own “queue” I guess you would
call it, and it could be managed reasonably. I am thinking like a list server I
am familiar with (lyris) where any number of lists can be associated with a
user and various domains and email addresses can be used to manage the lists.
When a list owner logs in they see their lists, unique global and list
configurations, etcetera. List (queue) delivery is handled by the list
application and not by the MTA. That sort of thing. It looks like you have
addressed all of this and more. Jerry.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 color=black face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma;color:windowtext;font-weight:bold'>From:</span></font></b><font
size=2 color=black face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma;
color:windowtext'> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Adrian Carter<br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, September 26, 2005
8:57 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Bob Goldstein; <st1:PersonName
w:st="on">rt-users@lists.bestpractical.com</st1:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [rt-users] Virtual RT</span></font><font
color=black><span style='color:windowtext'><o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 color=black face="Times New Roman"><span
style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 color=black face="Times New Roman"><span
style='font-size:12.0pt'>Bob Goldstein wrote: <o:p></o:p></span></font></p>
<blockquote style='margin-top:5.0pt;margin-bottom:5.0pt' type=cite><pre wrap=""><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> I just wanted to add something regarding my interpretations here.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> Yes, you can run Multiple Instances, *BUT*, and this is a <o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>*BIIIIIGGGGGG* but... Its *NOT* Virtual.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> <o:p></o:p></span></font></pre></blockquote>
<pre wrap=""><font size=2 color=black face="Courier New"><span
style='font-size:10.0pt'> I'm curious what you're driving at, and I'm not clear what<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> "virtual" means in your context.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> You said you want different Signatures/Priorities/Templates<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> between the virtual RTs. I think you said you wanted<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> different queues, users, and customer fields, too.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> You didn't say if you wanted completely independent *tickets*.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> Nor did you say if anything in the database should be held<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> in common, or if you ever need to transfer tickets between<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> virtual RTs.<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'> <o:p></o:p></span></font></pre>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt'>Yeah, I realised that,
and I also realised I sounded a bit like a demanding person. I totally understand
I have a bit of a unique proposal, hence why I went to the length of getting
Jesse to have an engineer look at it commercially. I realise I could cobble it
together using lots of nasty hacks, but the multiple signature bit but common
tickets and better 'access' control is a bit of a major hack. Hence my attempts
at getting the funds authorised! :) :)<br>
<br>
To try and clarify, I would have one mysql database with common tickets. This
also extends to a common RTFM, and for most Operators, (admins, which we will
call 'Operators') global access to queus labelled as (XYZ_Support, XYZ_Admin,
ABC_Support, ABC_Admin). They also require different signatures based on which
queue they are responding to or creating a ticket in.. XYZ or ABC. If a ticket
was to be 'migrated' to an alternative queue, previous history can remain the
same but obviously new responses can utilise the appropriate signature. Then
there is a subest of these operators, well call them SecondaryOperators. These
guys have privlidged access only to XYZ_* or ABC_* independantly, but not both.
They also need only their 'own' signature (just one). Then there is 'Users',
who can access their own tickets, and only their own, regardless of what Queue
it lives in. They also dont have any signature, as their tickets are created
via e-mail and their access is designed soely for status checking and RTFM
reference. <br>
<br>
RTFM Articles can be referenced by any operators, and accessed by any user.<br>
<br>
Logo's also change based on SecondaryOperators (XYZ see's XYZ logo, ABC see's
ABC logo) but Operators need only see the 'primary' logo.<br>
<br>
As stated, tickets would be 'global', so that searching for ticket contents
could be done globally by Operators, but searches by SecondaryOperators was
limited within XYZ or ABC queues.<br>
<br>
Tickets would regularly probably 'escalate' and 'return' from XYZ or ABC to the
Primary Queues (just called say, Admin and Support with no prefixes). <o:p></o:p></span></font></p>
<pre wrap=""><font size=2 color=black face="Courier New"><span
style='font-size:10.0pt'><o:p> </o:p></span></font></pre></div>
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