[rt-users] Deployment Inquiry

[Kenneth Crocker]

Todd,


	If you handle each customer/company as an entity with it's own list of 
Privileged Requestors (preferably in a group), then it wouldn't be any 
different than an RT session that handles requests from different 
organizations/departments within a company/session. We have different 
organizations/departments that are defined/catagorized by a Custom 
Field. When they send in a ticket request (via self service), they send 
it to the email address we gave them for the queue we set up for their 
requests. That queue has 1 group defined and privileged as requestors 
(they are the users from that department/organization allowed to 
"create", "reply", "see" tickets) and 1 group defined and privileged as 
support (only they can "own" and "modify" tickets in that queue). We 
also pick 1 person from the "support" group to act as "queue manager" by 
making them the "AdminCc". That's what works for us in both managing the 
requests, but in getting good administrative reporting.

Kenn
LBNL

On 2/28/2008 7:13 AM, Todd Rittinger wrote:
> Hello Everyone!
> 
> First off, excellent list! I've been a lurker on here for about a year
> now and some great information and discussions abound, thank-you all!
> 
> I have a question regarding deploying RT. Currently we use individual
> queues for our product line, internal support, and interdept. requests.
> This keeps the queue list to a manageable amount. I was curious if
> anyone has deployed with a queue per customer instead of product,
> service, etc. If so, does this render your queue list a bear to manage,
> or has it been a successful deployment type for you? Tips and/or
> suggestions, pitfalls/gotchas?
> 
> Thanx for any and all feedback.
> 
> RT, thanx for your product, it is really great!
>