I’ve just finished setting up RT2 and am most impressed. I’m not sure
how best to set up my queues though… I currently have a handful of
clients I provide support for and have set up a queue for a couple of
them Then I noticed in the documentation an example with ‘Accounts’,
‘NOC’, ‘Support’, and figured perhaps I’m on the wrong track? I can
fairly reliably determine the client name from the domain name of the
requestor, or better yet, the email address they sent it to (ie
firstname.lastname@example.org, email@example.com, which each forward to
different aliases on the RT machine running qmail), so perhaps using
queues for them is overkill? Also there would ideally only be a small
handful of open tickets on each client at any given time. Do people
supporting multiple clients/sites use different queues for each? If not,
what is used instead?
I’m starting to think my queues should look something like:
Some feedback from RT users would be great - I’d rather not have to go
back and fix this later.