To all,
I work in the IT division and we only have one instance and it is used
primarily for keeping track of requests for maintenance, custom work,
etc. for our many (over 50 queues) software applications. I have
developed an approval (ticket review and prioritization) and QA
(Acceptance testing) "workflow" set of scrips and templates and it works
great. However, there are so many other areas here where RT could be
helpful. Being in Tech Services and the Sys Admin of our only version of
RT, do I keep it to myself or spread the joy? From that perspective, I
have to agree with Bob Goldstein. It really depends on the priorities of
your department. Does the company have other departments where someone
would be capable of administrating another instance of RT? Are there any
chances that tickets from one instance might want/need to be transferred
to another? What kind of differences/customizations would be needed
between instances? I suggest doing an analysis of those subjects and any
others you might come up with and prioritize their values and decide
from there. I'm going with the one instance. That way, I can control
what customizations are made to our one instance. If I ever get a
department that has radically different needs and requirements, then I
might want a different instance. For me, redundancy is usually a
maintenance nightmare and I don't like designing or creating unnecessary
work. But hey, that's me. Good luck!
Kenn
LBNL
On 1/9/2008 3:53 PM, james machado wrote:
Hi All,
My question is both hypothetical and practical. I've got RT deployed in
my I.T. department doing what it does best and it's working well. I've
put feelers out to some other departments that I think could benefit
from RT to see if they would be interested in having it setup for them.
I am finely getting some positive responses so I'm looking for some
guidance on deployment options. I am trying to decide if I should share
an instance of RT among 1+ departments or create a new instance of RT
for each department. Hardware is not an issue either way, nor does it
look like the traffic volume will be an issue. These are all internally
created tickets with no Internet access to my RT instance. If Internet
access were required then a separate instance of RT would be desirable.
So what I am looking for from people who have either had this issue or
thought about it is: what factors you would take into account when
deciding on 1 or more instances of RT and why.
Thanks,
James
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