[rt-users] How do you use Queues?

[Brett Barnhart]

We've done several different types.

At first, we used one queue per group with custom fields to seperate types
of requests.

Think HelpDesk with a Custom field for Computer problem or Network Issue

But we changed that to an initial Queue of Help Desk with seperate queues
for each type of problem.

One person or group sorts through new tickets in Help Desk and places them
in the appropriate sub-queue (or creates tickets in those queues referring
back to initial ticket)

This can be very useful for a number of reason. Perhaps 1 Help Desk ticket
requires action from various departments.

For example: New Employee
1 ticket in Hardware request to purchase or prepare computer
1 ticket in Software request to purchase appropriate licenses
1 ticket in network to make the employee login
1 ticket in Office Manager queue to find office space and outfit
etc etc

 Makes it very easy to keep track of what needs to be done and who needs to
do it.

Brett Barnhart




> -----Original Message-----
> From: Bret Martin [mailto:bam at miranda.org]
> Sent: Friday, July 09, 2004 12:02 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How do you use Queues?
> 
> 
> 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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