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<p class=MsoNormal>Has anyone done any work into making RT more customer
centric? <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Some history to help explain what I’m looking for. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Basically were an ASP hosting operation, we have hundreds of
customers that pay us money to host their site. Our company has several departments
that create tickets associated to each of the customers. Currently the way
were managing Customer is by having them defined as a custom field and then we
can write reports based off these custom fields. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>However, the queries we see related to custom fields have
brought up concerns about scalability of CF fields. Because we have several
hundred customers we have several hundred custom field values defined, in
addition to some more simple selection criteria. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Has anyone done any work in making a more Customer Centric
version of RT? In addition to our performance concerns we need to start adding additional
criteria for each customer ie, escalated customer, premier support, etc. All of
these parameters get factored into our escalation scripts, our current thought
is to do most of this work outside of RT and then make the customer name
display as Name (P) and then parse for the () values to determine the correct
ruleset. But I find this to be terribly Kludge and there should be an easier
way. <o:p></o:p></p>
<p class=MsoNormal><br>
If anyone has any ideas or knows of any extensions to RT to help accommodate some
of these needs, I’d greatly appreciate it. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='color:navy'>Justin Brodley<o:p></o:p></span></p>
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