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Diffstat (limited to 'rt/docs/design_docs/basic-definitions.txt')
| -rw-r--r-- | rt/docs/design_docs/basic-definitions.txt | 54 |
1 files changed, 54 insertions, 0 deletions
diff --git a/rt/docs/design_docs/basic-definitions.txt b/rt/docs/design_docs/basic-definitions.txt new file mode 100644 index 000000000..23d2c5748 --- /dev/null +++ b/rt/docs/design_docs/basic-definitions.txt @@ -0,0 +1,54 @@ +(todo ... basically, those are untouched from 1.0) +Ticket +Queue +(...more?) + +Requestor + + (...definition of a requestor .. blahblah) + + I'm often doing a distinction between "Internal Requestors" and "External + Requestors" (see below). The system doesn't make any difference between + requestors, but the distinction might be useful to discuss usage patterns, + templates and configurations. + + +External Requestor + + Might be a customer or a potential customer. The External Requestor + should be treated as a VIP. (S)he shouldn't need to see too much of RT. + The support (s)he gets should be as personal as possible. The external + requestor might eventually get access to the Web UI, but only to track + her/his own requests. If you're not planning to use RT for handling + external customers, all your requestors are probably "Internal + Requestors". + + +Watcher + + Somebody that are "subscribing" to a queue or a ticket (or something + differently). Basicly, somebody watching a queue or a ticket should get + all updates by email. A requestor is a (special) watcher. + + +Regular Watcher + + People within the same organization, people that have read access to whole + queues. + + I consider "Regular Watchers" as well as "Internal Requestors" as more + robust and capable human beeings than the fragile customers. We don't + mind letting them get entagled with RT, and we let them access the Web UI. + They can live with beeing just the Cc or Bcc at an email. + + +Internal Requestor + + An Internal Requestor is usually internal to the company. He might be 1st + line support sending matters to tech support or similar. Might be an + internal employee sending matters to tech support (or even 1st line + support if he's not sure where to send matters). It might also be that + "ordinary" requestors actually might be treated as intelligent human + beeings rather than VIPs, i.e. in open source projects ... we'll still + call them "Internal Requestors" as they don't need the special VIP + treatment. |