Newbie question about queues

RT Users
1

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 apologize if this has been already answered. I haven’t yet found a
good way to search rt-users archives.

Thank you for your time and consideration,

Ron

2

Choose a scheme that make assigning group rights to queues as
simple as possible.

-ToddOn Wed, Nov 24, 2004 at 02:28:34PM -0500, 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 apologize if this has been already answered. I haven’t yet found a
good way to search rt-users archives.

Thank you for your time and consideration,

Ron

The rt-users Archives

Be sure to check out the RT wiki at http://wiki.bestpractical.com

3

Here’s a good archive

http://www.gossamer-threads.com/lists/rt/users/

you can use custom fields to break things down inside of queues either
departments in the email problems or vice versa so flip a coinFrom: Ronald Nissley [mailto:ronn@emm.org]
Sent: 24 November 2004 21:29
To: Request Tracker
Subject: [rt-users] Newbie question about queues

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 apologize if this has been already answered. I haven’t yet found a good
way to search rt-users archives.

Thank you for your time and consideration,

Ron

4

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@futuresource.com

5

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 think you can make arguments for both, but at my site we are dividing by
organization/responsibility, not problem topic.

-=> Rick Russell: Problem Dispatcher, Virus Guy, Dialup Dude <=-
-=> Rice University Information Technology <=-
-=> Submit computer problems or questions to http://problem.rice.edu/ <=-
-=> Contact me personally at rickr@rice.edu <=-