[rt-users] Theology question

[Joby Walker]

Separate email addresses would be needed if you wanted users to direct
"apple" questions to the "apple" queue (etc).  But if your users
wouldn't know the difference between an apple or banana then one email
address would be best so you can sort the apples from the bananas and
respond from the proper queue -- with the user blissfully unaware of
this complexity.

Joby Walker
ITI SSG, University of Washington


Phil Smith III wrote:
> I'm setting up RT, and feeling like there's a slight blurring (which works to the advantage of the administrator, so I'm not complaining!) between queues.  What I notice is that if I have two queues, "apple" and "banana", it appears that I can send a comment back to an existing ticket in "banana" but send it via the "apple" email address.
> 
> Where this works to my advantage is that, in this early stage of deployment, I have a single email address - rt at xxx.com -- which is being processed via fetchmail.
> 
> So a new ticket gets created by sending mail to that address.  It goes into the default queue, which I've renamed from General to Incoming.
> 
> Once a ticket gets picked up, it gets moved to the appropriate queue.  But comments sent back to rt at xxx.com, with the appropriate magic string in the Subject: line, get appended correctly.
> 
> Like I said, this isn't upsetting me -- it's making my life easier! -- but I wanted to be sure I was understanding it.
> 
> This leads to a closely related theology question: Do I really *need* separate email addresses for each queue?  Clearly if the load is great enough, or separate groups are handling them, or there's a queue that triggers a pager event, this would be A Good Thing.  But are there other reasons?
> 
> Currently I'm planning on using the single address; if load/other events suggest more than one, I'll use apple-issues at xxx.com, banana-issues at xxx.com, etc., and kill rt at xxx.com (that's one way to retrain the users, eh?).
> 
> Any wisdom the group can impart on this would be appreciated!
> 
> ...phsiii
> 
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