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On 2/13/08, James Pifer <[EMAIL PROTECTED]> wrote: > On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > > 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 > > Thanks to everyone for their answers so far. Couple more questions. > > What about routing the initial request based on criteria? Any way to do > that? We won't have a "dispatcher" that reassigns requests as they come > in, so this is a pretty important piece. Yes. That can be done using RT "scrips". > > For example, currently in Remedy if a user from New York enters a > request with a category of Desktop/Hardware/Printer Problem it would get > routed to a specific group or queue, like "New York SE". Any way to do > something similar? > > I'm would also interested in importing existing Remedy data. I realize > not all the data would be applicable, but I would want to import the old > data. I'm assuming I can do that somehow. Haven't searched for that > specifically yet. It could be done. > > Lastly, how scalable is RT? I guess I could find some blurbs on the site > somewhere about it as well, but just wondering how many requests others > have in their DBs. Can RT handle several hundred thousand requests in > the DB? Jesse can answer this better but there are RT instances with millions of tickets. You may need to do some tuning based on your organizations particular usage profile. > > Thanks a lot. > > 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 > _______________________________________________ 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
