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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, 0 insertions, 54 deletions
diff --git a/rt/docs/design_docs/basic-definitions.txt b/rt/docs/design_docs/basic-definitions.txt deleted file mode 100644 index 23d2c57..0000000 --- a/rt/docs/design_docs/basic-definitions.txt +++ /dev/null @@ -1,54 +0,0 @@ -(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. |