[rt-users] Evaluation of RT

[Autrijus Tang]

On Wed, Oct 09, 2002 at 12:13:49PM -0400, Theodore J. Knab wrote:
> Today, we had presention of RT to our help-desk managers.

Heya.  I've been in the same situation before, and here's some possible
answers...  (Having never touched the 2.0.x branch, all answers are
based on the experimental, 2.1.39 version of RT.)

> 1. Can we set mandatory fields that help desk people will have to enter ?
> 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 ?

Yes.  This is well-defined with the per-Queue 'Custom Fields' settings,
which can let you specify single-input, single-select, multiple-input
and multiple-select data types are part of a ticket's data that has
to be filled in.

> 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".

By default, all mails that are sent to the receiving account are
turned into a verbatim ticket, with all their attachment preserved.

It is possible, using Scrips, to trigger different actions, assign
owners, or log into some database using the UserDefined Scrip condition
and action fields, which let you to utilize the full Perl language to
process incoming tickets at different stage of its life.

> 3. How are reports generated that I will need?

See the Cozens stats package.  Also because all transactions are
logged in a database, anything that can generate reports based on
SQL queries would be possible (and not very hard) to perform.

Thanks,
/Autrijus/
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