I’m trying to decide on how to organize our RT.
Right now, our RT is just for the IT department and internal task assignment and tracking.
We have 5 users, including the VP of IT.
I set up 5 queues, one for each user, because I really liked the QueueList portlet. Everyone has full viewing and full control over each other’s queues.
Now, however, the question is: Should I…
a) Continue the status quo and have a queue for each individual? This way, the tasks can be assigned simply by changing the queue they are in. The advantage is that no one has to “own” a ticket; if it’s in your queue, you are the “owner” and that task is assigned to you. This is simpler, as users don’t have to both 1) change the queue of a ticket and 2) change ownership.
My question is, is option a above going to create unforseen problems later on down the road? Are there problems that occur when the Owner field is not actively used?
b) Tell the users they need to pay attention to both the Queue AND the Owner when creating and assigning tickets?
c) Do away with the five queues, use only one queue and rely on changing ownership for task assignment? This is easier for the users to grasp, but you lose that QueueList portlet, which my boss really likes and wants to keep (and I agree). However, I haven’t been able to find or code an equivalent portlet based on ownership.
EDIT: Thanks, GreenJimII, that helps! If you all want to, do please let me know how you have your RT set up with your departments, as all examples of how other people use queues and groups helps. I think, since we have a small IT department, we will be starting small, but eventually I’d like to spread this out to the entire company (35-40 people, 6 departments). Thanks!