Bob Goldstein wrote:
With our current experience with our implementation, we have been
considering some sort of Federated solution -- entirely separate
instances of RT that know about each other and that can communicate
effectively (transfer/link tickets).
Not sure what "entirely separate" means, if you can transfer tickets.
Yeah that was a bit unclear. We are considering an extension which
would allow you to "transfer" a ticket to an other instance (separate
database, etc) of RT.
We do set up entirely separate instances (same core codebase, but
separate databases, separate config files, separate customized code
(of which there is little) for departments. But they are truly
separate, no transfer of tickets. I tell people I don't
want to set up multiple instances in a single department, in part
because they probably do want to transfer tickets, even if they
don't know it yet.
Do you charge departments for the service?
How are you hosting the various instances? We've considered dedicated
servers, dedicated VMs, or a cluster of that services multiple vhosts.
jbw
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