[rt-users] Customer Centric RT?

[Kelly F. Hickel]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Les Mikesell
> Sent: Tuesday, May 22, 2007 10:23 AM
> To: Justin Brodley
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Customer Centric RT?
> 
> Justin Brodley wrote:
> > Queues for each customer would be unmanageable as we would have over
> 200 queues, and i'd have a massive custom view to correlate all this
> data into a single pane of glass.
> >
> 
> I thought the point was to separate them... If you want to see the
> tickets regardless of queue you could make a custom query to pick the
> ones you want.

"Helpdesk workers" need to see a single (or a few) 'queues' of work
items.  Management, SEs, sales people want to see "all the tickets for
customer X in the last 60 days" before calling the customer, so that
they don't get any rude awakenings....

-Kelly
> 
> --
>    Les Mikesell
>     lesmikesell at gmail.com
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