Hi Folks, The organization I work for has recently licensed Ubersmith DE to manage customers and their services. Currently they are using RT (only) for customer communication and Abuse handling. I just came on board here and want to move towards RTIR but I'm having a little trouble coming up with cases to go with RTIR over Ubersmith Support Manager. The Ubersmith DE instance is not in production yet.
Management wants to use less tools and centralize things which is understandable. I'm worried that my preference for RTIR is merely sentimental and due to familiarity. I don't really have all the details on how incoming mail that's *not* from a customer's email address gets handled in Ubersmith. I assume it comes in and creates a ticket that is not associated with an account. Incident Reports could be merged and then split into a customer facing ticket as an investigation. The downfalls of this is the lack of clickables for IP addresses and URLs to help consolidate evidence and link into existing Incident or Investigations. Perhaps I can sell them on a hybrid approach since I don't know, offhand, how to integrate RTIR with Ubersmith's records. Maybe investigations would get emailed to Ubersmith to be linked to an account. Does anyone have any comments I may not have thought of on why RTIR is still better than Ubersmith for handing incident reports? It's really difficult to compare considering I don't have all the workflow details with Ubersmith and external reports. Thanks for reading and any advice you can provide. -- Landon Stewart <[email protected]>
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