[rt-users] Evaluation of RT

[Harald Wagener]

Am Mittwoch, 09.10.02 um 09:13 Uhr schrieb Theodore J. Knab:

> Today, we had presention of RT to our help-desk managers.
>
> Some of the questions we got during the presentation that I could not 
> answer were:
>
> 1. Can we set mandatory fields that help desk people will have to 
> enter ?
>

With a little massaging of the web front end, this should be possible, 
I haven't done this before, but it's certainly possible.


> Transation: We need to force our help desk people to enter information.
> Some manadatory fields might be phone numbers and the type of OS,
> or physical origin of the problem. Could all of these 'mandatory 
> fields' be
> defined in a templet ?
>

os type and physical origin could be managed with key words, phone 
number is one field of the user/requestor data

> 2. How good does the automatic ticket email request work ?
> My boss said, that "many help desk programs talk about automatic
> features, but I have never seen one that worked".

It works without a flaw, but Your question is imprecise. Ticket 
creation by incoming email works. Email notification upon action on a 
ticket works, Lot's of stuff is possible. With the enhanced mail 
gateway You can even do some of the actions by email, but You'd 
probably need a pgp key for every one on the help desk team. (Jesse 
gives commercial support for the enhanced mail gateway, see 
www.bestpractical.com


> Translation: What types of problems does one get when users send email
> tickets to the queues ?  Do the parsing scripts that process the new
> tickets need to be in a specific format ?

No, except if You use the enhanced mail gateway (which uses new pseudo 
headers to paerse actions - those are specific).

> 3. How are reports generated that I will need?
>
> Translation: I want pretty reports. Are there any good
> reporting tools that users from this list might recommend ?
>

There is the stats package, originally by simon cozens. There are some 
more bits and pieces in the contrib directory - one even exports parts 
of data to csv, so You cann feed it into excel and create 
manager-compatible graphs.

For more details, You need to be more detailed (-;

Regards,
	Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg