I implemented this at a quasi-federal project last spring (CR 5.01), and it works pretty well out of the box, it is able to automatically create issues from email (with attachments), respond to customers with formatted emails, update issues automatically (with attachements) etc...Although that isn't terribly difficult to do with ARS workflow, it was nice to plug and play that kind of functionality, although, there are few things, 1) BMC Remedy is in the process of considering it for End of Life (I don't think it is supported in version 7.x yet) 2) if you have ITSM installed already, BMC Remedy doesn't recommend installing it side by side, I did it for ITSM 5.6 and Cit Response 5.1 and I haven't run into problems, 3) the customer base for Cit Response is pretty small, which may be why they are considering it for EOL. If I was to go back, I would choose Customer Support, which is similar application. I believe a new Customer Support is coming out for version 7.x in the next month or so.
Hope this helps, we added a few enhancements to the application for usability. Theo -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Thursday, November 02, 2006 1:31 PM To: [email protected] Subject: Citizens Response Anybody have any experience with BMC's Citizens Response application and can give opinions on whether it would be worth investing time\money into? ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
