On Wed, Aug 19, 2009 at 11:38 AM, James Burk
I think of Users as IT Agents who will be getting assigned tickets to resolve or fulfill. These are the members of the Groups you create and associate with the Queues. Customer users are those who will be reporting troubles and making requests. They are selected in the From field and will receive notification when a ticket is opened and resolved and any other transition you want them to be informed about.
Yes, but that does not really answer my question :-) It's a bit of a different situation I have here, and I think the easiest way to resolve it is to make everyone internally a "User". I did a few quick tests, and "Users" seem to be able to open their own tickets for service. I think in addition to having queues "External Support" and "Internal Support", I may have to also have another one "External Support 2" (for lack of a better name). This queue would be sort of a "DMZ" and everyone internally would be a member of it because customer issues could potentially get assigned to them. But they should not be dealing directly with the customer. And only our 2 or 3 people who work directly with customers should be members of "External Support". This way, when new tickets come in, only those 2 or 3 people get bothered by it. The rest of the company doesn't care. But let's say that ticket needs to go to someone internally - then it gets moved to "External Support 2" and then assigned to the right person. Make sense? I think this makes more sense than the other way around - adding a module to allow tickets to be assigned to "Customer Users" Unless there is some other "under the hood" difference between "User" and "Customer User". Which brings me back to my original question, which may only be answerable by someone on the design team. Thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"