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<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>I hear that.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>We have another piece of software that we're supposed to be
using for ticket tracking.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>Nobody really uses it except for Production stuff (we
simply have to) because it is difficult to use, slow, poorly configured, list
goes on.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>Sure, they paid 6 figures for it - so naturally its the
next best thing. The only problem is - they can't make anyone use it
:-)</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>Just goes to show...</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>And then i set up RT in about half a day and run a POC
internally in our group.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>The only management person who's seen it is our manager
because we just can't let anyone know we're using something that hasn't been
approved.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>And we all know it won't ever be approved, no matter how
good it is.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>So the strategy is simple: we'll be using it until we
collect enough data that we can demonstrate that RT is essential to the grou's
operation.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>Think about this: how much wiggling and maneuvering needs
to be done to simply improve productivity of one of the most important IT
departments.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>How much time is wasted on this stupid strategizing when it
could've been spent doing actual work...</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>Oh, here's the kicker - the only reason my manager was able
to let us use RT is because of RTFM. 'Cause we needed one place to store the
group's collective wisdom.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=859542204-19052007><FONT face=vt100
color=#0000ff size=2>And RT's ticket tracking functionality is basically
presented as a by-product...weird...</FONT></SPAN></DIV><BR>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader lang=en-us dir=ltr align=left>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <B>On Behalf Of </B>Andrew
Redman<BR><B>Sent:</B> Saturday, May 19, 2007 12:07 AM<BR><B>To:</B>
rt-users@lists.bestpractical.com<BR><B>Subject:</B> Re: OT: Open Minds in IT
IN CA: was (Re: [rt-users] RT 4)<BR></FONT><BR></DIV>
<DIV></DIV><BR><BR>-------- Original Message --------
<TABLE class=moz-email-headers-table cellSpacing=0 cellPadding=0 border=0>
<TBODY>
<TR>
<TH vAlign=baseline noWrap align=right>Subject: </TH>
<TD>Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)</TD></TR>
<TR>
<TH vAlign=baseline noWrap align=right>Date: </TH>
<TD>Fri, 18 May 2007 21:06:12 -0700</TD></TR>
<TR>
<TH vAlign=baseline noWrap align=right>From: </TH>
<TD>Andrew Redman <A class=moz-txt-link-rfc2396E
href="mailto:aredman@education.ucsb.edu"><aredman@education.ucsb.edu></A></TD></TR>
<TR>
<TH vAlign=baseline noWrap align=right>To: </TH>
<TD>Robert G. Werner <A class=moz-txt-link-rfc2396E
href="mailto:rwerner@usscript.com"><rwerner@usscript.com></A></TD></TR>
<TR>
<TH vAlign=baseline noWrap align=right>References: </TH>
<TD><A class=moz-txt-link-rfc2396E
href="mailto:8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1@xlivmbx34.aig.com"><8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1@xlivmbx34.aig.com></A>
<A class=moz-txt-link-rfc2396E
href="mailto:464E759A.5090808@usscript.com"><464E759A.5090808@usscript.com></A></TD></TR></TBODY></TABLE><BR><BR><PRE>Just as a comment, the Boss loved it when I got RT working, and his Boss
loved it when we started to get stats on performance improvements from
it, so that was all groovy. That said, there is one person in our
department (the oldest and arguably least competent, though there is
quite a lively competition for that title...) has the idea that "If I
pay more for it, it must be better" firmly embedded in his head. We were
looking at 3 backup systems, one cost $5k and did everything we wanted
and more, the other was $30k, and fell short of a few of our
requirements, and he insisted that the $30k one was the way to go. I
suppose if you had a couple people like that in key positions in a
company then OSS could have some difficulty...
Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew
Robert G. Werner wrote:
> Baytalskiy, Sal wrote:
>> I wish you were right...
> [snip]
> It certainly hasn't been my experience. My bosses really like it when
> I make something happen and it doesn't cost them much of anything but
> my time.
>
> Certainly, my bosses aren't open source zealots. We are an Oracle
> shop. But ever place I've worked, when I bring in important
> improvements in network reliability and monitoring or now trouble
> ticket tracking with RT the response has been ecstatic and the fact
> that it doesn't cost anything has been huge.
>
> The added luxury of being able to modify and look at the code has been
> icing on the cake.
>
> My experiences have mostly been in relatively small shops (50 - 300
> people) over the last 10 years in California so take what I say with
> an enormous grain of salt.
>
> But really, to me, it sounds like there are better jobs out there
> for you.
>
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