Vivek Khera wrote: > > On Dec 22, 2006, at 4:19 AM, Matthew Seaman wrote: > >> We're thinking about proving an IRC service for our customers to >> communicate with us, and as part of that we'd like to be able to >> integrate it with RT for ticketing and ultimately billing purposes. >> RT already does WWW and SMTP -- why not IRC too? > > When I first read this, I thought IRC would not be right for this task: > it is a shared discussion and tracking who's talking about what is > troublesome. > > It did seem logical though to add an IM interface, probably based on > jabber. You'd "chat" with your ticket. Though this would probably be > more of a cool interface for an admin to manage tickets instead of using > the CLI program.
Hmmm.... yes. IM(XMPP) certainly does seem like a better choice rather
than IRC. I particularly like the difference in the way authentication is
done -- especially if we can get it hooked up using SASL to a common
back-end directory for authentication to various other services as per
RFC 3920. Nice.
Using this interface as an administrative means of managing ticket status
is certainly a cool idea, but not a primary objective. The big win, as I see
it, is that you get all the immediacy of a telephone call with the added
ability of the client to cut'n'paste from the screen.
Cheers,
Matthew
--
Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814800 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK
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