[rt-users] RT State of the Onion?

[Kelly F. Hickel]

The first one is a common requirement.  We have a database with all of
our customer details in it (ok, well, we have a db that nearly has all
the stuff in it and some of it is even correct).  We need to link a
ticket to a customer record, not to a person who happens to have been
employed by that customer at the time the defect was opened.  Ideally
Customers (which really means Companies that Have our products) would
have "persons" as sub records.

The idea is that a customer may have opened 10 tickets, but their
contact information and details about what database they're running,
what product(s) they are licensed for, what servers are located where,
what hardware they're running on, are all things that a person reviewing
a ticket needs access to, but you don't want to have to enter it for
each ticket.


With RT you can whip up some kind of url link or something, but there
really needs to be a nice clean interface to some place where the above
data is kept.

-- 

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jon Daley
> Sent: Thursday, February 01, 2007 12:26 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT State of the Onion?
> 
>  	I am not quite sure what you mean by the first one.
> 
>  	The "what happened today" is quite nice in the newer releases -
> you can take any search and save it on your home page - so as long as
> you
> can write a search (and pick which columns you want to display) you
> can
> get exactly what you want.
> 
>  	The last one, sounds like you need notepad/emacs...
> 
> On Thu, 1 Feb 2007, Jay R. Ashworth wrote:
> > It's been a while since I've looked at RT.  The last time I tried to
> > get it some traction in the organization I work for, it foundered on
> 3
> > points:
> >
> > 	* It didn't understand "customers".
> >
> > 	  The company I work for is in the computer service and support
> > 	  business.  I need a ticketing system to have an integrated
> > 	  'customer file' that keeps track of all the information about
> > 	  a client, specifically including mapping incoming email
> > 	  addresses to clients and auto-carboning the appropriate
> > 	  client supervisory email.  RT didn't do that when I looked at
> > 	  it last, and AT could be made to do it -- I thought -- but I
> > 	  was already selling 'up-hill' and the loose integration was
> > 	  something I couldn't overcome.
> >
> > 	* I needed a "what happened today" view for the boss -- showing
> > 	  all of today's ticket activity and status changes and total
> > 	  time billable -- and there wasn't one, quite, and I wan't
> > 	  smart enough to write it myself.
> >
> > 	* To work helpdesk with it efficiently, I sort of needed a way
> > 	  to start keying in the notes on an empty screen, and then
> > 	  figure out which ticket it applied to, and attach it, or
> > 	  create a new one.
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