[rt-users] How do you use Queues?

[Jan Algermissen]

Hi Bret--

I am successfully doing this:

- use queues for categorizing tickets
- use ownership for responsibility control
- use groups for access control

HTH,

Jan



Bret Martin wrote:
> 
> I'm curious to know how others use Queues.  It was a bit hard to do a
> comprehensive search on this somewhat vague subject in the list
> archives, but from what I gather from the searches I did, there seem to
> be three basic models that are widely used:
> 
> 1. one queue per entity receiving service (think "customer")
> 
> 2. one queue per entity providing service (think groups like
>    like "IT", "engineering", "sales", "marketing")
> 
> 3. one queue per general type of work (think "desktop support",
>    "web design", etc.)
> 
> Have I missed any other ways of thinking about it?  Has anyone used one
> of these, realized it was wrong, and switched?  Anyone have thoughts on
> what makes it appropriate to use one model versus another?
> 
> Obviously #2 and #3 are similar since often groups are formed around
> work types like "desktop support", "network operations", and so forth
> -- but they sort of come at queue naming from a different direction.
> 
> --Bret
> 
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-- 
Jan Algermissen                           http://www.topicmapping.com
Consultant & Programmer	                  http://www.gooseworks.org