> If, for the sake of argument, Best Practical were to
> rewrite RT, what would you want to see in the new product?
>
> Think big.
Reiterate what some others have stated:
1. Better Reporting - Average ticket close time by tech, closed tickets
by tech, top 10 requestors, etc...
I've needed to create all these, now learning / using Jasper, but it
was a pain to come up with all the queries. I'm not a report creator,
nor a SQL expert, and don't have time to learn _everything_.
2. Rights Management - I have "the book" (RT Essentials), and sometimes
still confused (lots of trial and error).
3. Easier way to do write SCRIPs. - For the "non-tech" bunch. Like how
MS-Outlook (shudder) does rules (Rules and Alerts Wizard) - so easy,
even my end-users can do it!!
3. Active Directory interface/native integration - This is a biggie.
NOBODY want's / needs an extra user ID / password combo to remember.
4. Asset Tracking built in - cradle to grave, I need to know a device's
history and problems.
Mike M.
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