"Voytek Eymont" <[email protected]> writes:
> I'm (once again) looking at what system(s) I can use to manage a small
> number of machines and manage support requests, and, looking for
> suggestions what to look at
>
> at various times I looked at 'irm', and, someone here suggested 'rt'
> but, I never really implemented anything, and, now is the time to do so
>
> at the time when I tried to install rt my system didn't have some perl
> pre-req, so I never managed to install rt, but, I'll persevere this
> time
The best way, generally, is to install the packages provider by your
distribution — at least unless you are comfortable installing Perl code
by hand.
Um, RT. Great system, and the only tool I have dealt with that handles
multiple external customers nicely. It isn't the most trivial thing to
get working though, because it is around half way between the real
hard-core tools like Remedy[1] and the piddly "one project, one
workflow" tools like Trac or Roundup.
Anyway, feel free to ask me about it here on the list and I am more than
happy to answer questions or whatever.
IRM, sadly, I don't know, but I have put it on my list of things to
investigate because it would be nice to know of a second large scale
product to recommend.
Regards,
Daniel
Footnotes:
[1] You pay them $20K or more, they deliver a toolkit to build a
problem tracking system, you build it exactly to your needs.[2]
[2] ...or, as is typical, your company pays them huge $$$, spends about
ten minutes "designing" the process, whacks about three hundred
meaningless fields on a set of ten forms and delivers the worst
trouble ticketing system in existence ... except anywhere else that
runs Remedy. Not that I am bitter.
Seriously, who spends that much money on a toolkit and nothing on
adapting it to their business process — or working out what that
process is? *sigh* The answer, of course, is nearly everyone.
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