> -----Original Message----- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Les Mikesell > Sent: Tuesday, May 22, 2007 10:23 AM > To: Justin Brodley > Cc: rt-users@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 > [EMAIL PROTECTED] > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com