Don't take this the wrong way, but RT is commercial as well as open source. I've been pleased with RT and the list, but I never felt entitled to specific answers. I do read the code when I need to, and I answer questions when I have time and expertise. But if I didn't have the time or skill to do that, and I had to have timely answers for a production system, I'd consider buying a support contract. In fact, one of the selling points of RT here, is if I were to get hit by a beer truck, the organization could get commercial support and continue.
bobg >Torben, > >I too, have had issues with questions I've asked going unanswered. >Initially, I thought it was due to people just not caring to answer >them. However, having been posting to this mailing list for a while >now, I've come to realize that a lot of questions get posted and it is >easy to lose one or two in the mix. I've asked a few of the questions >I've had more than once usually getting some kind of answer eventually. > Even people don't know the answer, they will generally let you know. >If you don't get an answer the first time, ask again. Eventually you will > >Mathew > >Torben Nehmer wrote: >> Hi, >> >> I have been using RT for a while now and I must say that I am very happy >> with it as a product. >> >> What I'm a bit dissapointed is the fact, that I didn't get any response >> at all to two questions I have been asking here on the list, one about a >> Problem with text/html mails [1], and another about default ticket >> filtres [2]. >> >> [1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html, >> http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html, >> http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html, >> http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html >> [2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html >> >> In both cases I'd be happy even with a first few insights where to start >> searching. I have quite some experience in application development in >> itself, but I have almost no knowledge of RT internals and not the time >> to spend hours in understanding the whole architecture. Heck, even >> pointers at existing Documents etc. would be a help, I searched for the >> problems, but i didn't find anything useful. >> >> I know that support is always a problem with open source software (I >> have been leading an OSS Project for years), but just not answering in >> any way isn't exactly what I'd expect. Please don't destroy the very >> good impression I currently have from RT by letting this slide entirely. >> Currently our RT instance here is only used by a few people, but we have >> plans of opening it up to around a thousand employees here and there it >> will be a problem. >> >> Yours sincerely, >> Torben Nehmer >> >> ------- >> Torben Nehmer >> Diplom Informatiker (FH) >> Business System Developer >> >> CANCOM Deutschland GmbH >> Messerschmittstr. 20 >> 89343 Scheppach >> Germany >> >> Phone: +49 (0)8225 - 996-1118 >> Fax: +49 (0)8225 - 996-41118 >> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >> >> CANCOM Deutschland GmbH >> Sitz der Gesellschaft: Jettingen-Scheppach >> HRB 10653 Memmingen >> Geschäftsführer: Paul Holdschik, Christian Linder >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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 >_______________________________________________ >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 > _______________________________________________ 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
