On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > 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. > Yes, this is configurable. Check the wiki for information.
> 2) Are there business hours and after hours specifications? Holiday > settings? Yes, but it is a function of your customizations. > > 3) Any type of bulletin board or global notices functionality? > Not so much. > 4) Any type of Solutions functionality? > Yes, RTFM (yes it is a productname). > 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? > The customizations are very localized and the upgrades are quite simple. I recommend some type of regression testing to confirm functionality, but I would recommend that for an upgrade to Remedy or any other product. We like RT a lot and chose it over Remedy. Cheers, Ken _______________________________________________ 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
