On 4/27/05, Cainkar, Paul
Q#2: I don't understand what you mean by "one has to really have the design of the whole system before starting to define clients". If your concern is Phantom clients and fake tickets, I'd just ignore them. How did we handle it? Abandoned the users "testuser1, testuser2 -- they'll probably be useful later. As for the tickets, either close them out, or if you don't want to skew your statistics, move them to the "spam" or "junkmail" tickets bin. It's no different than if you accept e-mail tickets after you deploy the system... You'll end up with fictitious spam tickets anyways.
I was probably too vague, what I meant is, imagine you just define a user, and in the next 20 minutes you realize you don´t want it anymore, the same goes for a customer (I´m at home now and don´t have access to the system so I don´t remember if the term is customer or client on the management part). So basically my concern is that I´m creating a theorical scenario with fake customers, users, etc and haven´t found a place to erase all that in order to either begin again or to start using the system for real...hope I was more clear this time. If the answer is to ignore them after created and only define more clients or users, then ok, I´ll start seeing things that way and move on.
Of course, we have thousands of accounts sucked from a LDAP database and enough tickets to go around, so the phantom closed ticket doesn't really effect us.
Enjoy. The PDF tell you everything you need to know to set up and administer the system... But the operation of it will be left to basic good help desk practices.
Paul Cainkar.
Well, I hope I can implement some good help desk practices then :) Thanks again for the replay.