On 2/15/2011 5:47 AM, Alex Harrington wrote:
We went with having lots of specific queues initially (we're a large
secondary school in the UK with about 1500 users and 600 desktop PCs to
support) however over time we've settled on two queues. There's an
overhead in getting users to send jobs to the correct email address (and
hence the correct queue) and also an overhead in sorting tickets in to
queues yourself.
Hope that helps
Actually - it does. :-)
I can see how "queue proliferation" can become burdensome.
We have 8 queues (Accounting, AV, Hardware, Helpdesk, Software,
SysAdmin, Unassigned, & Website (content)) - but will probably drop the
Unassigned and have the Helpdesk queue be the default queue (the one
that mailgate uses to dump tickets into RT).
--
Chris Barnes AOL IM: CNBarnes
chris-bar...@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: ch...@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
