Steffen,
Fundamentally we've just out grown trac's ticket handling for what we
were using it for. We aren't using trac for project management (in this
case) we are using it as a knowledge portal and helpdesk system for our
Institutes labs. We've grown since we set this up from around 25 high
activity users to over 70 and will be moving to well over 100 in the
next year or two. RT gives us a few benefits in that level environment
that we don't get in Trac. Things like private ticket comments,
suppressing ticket emails, templated behavior, shared queues,
centralized management with seperate queues (which we currently have to
accomplish by making separate projects for separate queues), it's
handling of ticket updates via email are very powerful as well as it can
use a number of metrics to determine if a ticket is actually an update
instead of a new ticket. It also lets us auth against apache's auth
framework (and by proxy our institutions CASAUTH system). We would also
like to take the ticket system somewhat out of the public eye of our
users, separating it from the KB system makes that easy as we can
restrict the people allowed to see the web interface to only those that
actually need to interact with it instead of allowing anybody with a
general login to read all the tickets available. It's also the standard
system for many other groups on campus, so we are moving in that
direction instead of continuing to maintain a separate island of
technology. Beyond that it's a learning experience for me as I've never
setup RT before.
-Garrett
On 9/4/2013 11:54 AM, Steffen Hoffmann wrote:
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On 04.09.2013 17:07, Garrett McGrath wrote:
I like it for a basic setup but our ultimate goal is to split ticket
handling out to RT and keep trac as our KB system for our labs due to
needing some features that trac can't support.
-Garrett
You're rather detailed explanation ends with this unclear statement.
Maybe it's just me, but would you be so kind as to name or describe
roughly, what these missing features are, please?
Steffen Hoffmann
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