This commit was manufactured by cvs2svn to create branch 'BESTPRACTICAL'.

[freeside.git] / rt / docs / design_docs / basic-definitions.txt

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-(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.