[rt-users] Newbie question about queues

[Les Mikesell]

On Wed, 2004-11-24 at 13:28, Ronald Nissley wrote:
> Is there a good argument for queue naming schemes? Does it make more
> sense to give a queue name related to a type of problem (e.g. e-mail,
> etc.) vs. departmental (e.g. HR, etc.)?

I thought it made sense to name the queues with some relationship
to the group of people who would watch it, then make a group of
the same name for access permission.  There are still some
exceptions but it seems to work to have some-product-support
with a customer-facing group answering user-error kinds of
problems directly and pushing tickets that relate to real
product problems into the some-product-development queue
with a different group of watchers.  We also have some
queues that are per-department for projects and tasks that
have a different life-cycle but again the idea is to keep
the right tickets in front of the people who can help
resolve them and out of everyone else's way.

---
  Les Mikesell
   les at futuresource.com