We currently use Remedy and it's in need of an upgrade.If you know anything about Remedy you know that can be extremely costly. I'm trying to look at other Helpdesk products to see if something else could fit instead of staying with Remedy.
Our helpdesk is somewhat customized, but we really don't take advantage of what Remedy has to offer. We use it for tracking tickets/incidents. I have RT installed on a test server and configured for LDAP which is a requirement. We currently create and route tickets based on a three level category and the user's Location. My initial look at RT shows it as much simpler than that. Basically writing an email and submitting. I assume someone else is then responsible for routing the incoming tickets accordingly? Other things we do: 1) Escalations? We have tickets with four different severity levels, like Critical, High, Medium, and Low. Depending on the severity level AND which group the ticket is assigned to, if nothing happens on a ticket within a certain amount of time, an escalation notification(email) is sent. Each group has three levels for during and after business hours, plus three more global higher levels. These levels are set for each group. 2) Are there business hours and after hours specifications? Holiday settings? 3) Any type of bulletin board or global notices functionality? 4) Any type of Solutions functionality? There's certainly more, but that's a start. Can RT do any of these things? If it was customized to do these things, how hard would future upgrades be? I appreciate any input. Thanks, James _______________________________________________ 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
