On Thu, Feb 01, 2007 at 12:56:03PM -0500, Jay R. Ashworth wrote: > It's been a while since I've looked at RT. The last time I tried to > get it some traction in the organization I work for, it foundered on 3 > points: > > * It didn't understand "customers". > > The company I work for is in the computer service and support > business. I need a ticketing system to have an integrated > 'customer file' that keeps track of all the information about > a client, specifically including mapping incoming email > addresses to clients and auto-carboning the appropriate > client supervisory email. RT didn't do that when I looked at > it last, and AT could be made to do it -- I thought -- but I > was already selling 'up-hill' and the loose integration was > something I couldn't overcome. > > * I needed a "what happened today" view for the boss -- showing > all of today's ticket activity and status changes and total > time billable -- and there wasn't one, quite, and I wan't > smart enough to write it myself. > > * To work helpdesk with it efficiently, I sort of needed a way > to start keying in the notes on an empty screen, and then > figure out which ticket it applied to, and attach it, or > create a new one. >
Pay someone to do what you want. RT is fully customizable and though most people don't realize it, it's real power is in it's API. I'm sure BP/Jesse don't see the value in features that will be used by a tiny percentage of RT users, so they made RT a great base upon which your dream ticket system can be built. -Todd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
