[rt-users] Abandoning RT Not for the faint of heart

[Alan Horn]

Walt,

I understand where you're coming from on this. It took me a long time to
get my head around RT, and I think you're similarly technical.

The html::mason aspect of it is something I haven't really delved into it,
since I don't need to radically customise the interface.

You're right that the documentation isn't as great as it could be (for 2.0
at least, I haven't really worked with 3.0 yet)

I stuck with trying to get RT working because so many people suggested it
to me, peoples who's opinions I respected.

I've not seen any other freeware tool out there that comes close to the
abilities of RT. Thats why I've gone from being a frustrated systems guy
ready to throw it out the window, to being a huge RT advocate.

Stick with it a little longer.. if you have any specific questions, send
me an email. Apologies, but with workload lately I haven't been watching
this list much. I've always had great responses from key members on the
list though, once I figured out the basics. Once again, I agree that the
barrier to entry could be significantly lowered :)

Cheers,

Al


On Wed, 1 Oct 2003, Walt Reed wrote:

>Date: Wed, 1 Oct 2003 14:58:00 -0400
>From: Walt Reed <rt at linuxguy.com>
>To: "Sullivan, Robert (HQP)" <Robert.Sullivan at rhi.com>
>Cc: 'Walt Reed' <rt at linuxguy.com>, rt-users at lists.fsck.com
>Subject: Re: [rt-users] Abandoning RT Not for the faint of heart
>
>Hmm. I had no intention of slamming anyone. If anything, pointing out
>that the documentation is very weak should help prompt someone to fix
>it. I am attempting to give constructive criticism. I posted quite a few
>messages and only received one response by someone who wasn't able to
>help (no fault on his part...) An inhouse Mason expert who has
>developed dozens of large-scale mason-based applications could't figure
>the thing out after spending several days on it.
>
>I was perfectly willing to work with anyone to try and figure out what
>went wrong, but nobody with the right expertise stepped up to the plate.
>
>BTW, I compile all my apps by hand - I'm no stranger to tough manual
>configurations. It's VERY rare that I find something I can't work with.
>I even recompiled apache, perl, and mod_perl on a new machine to attempt
>to get this thing going with the exact same problem.
>
>If you like RT and are able to get it to work, Great! Don't switch. If
>like me you can't get the thing to go, there are other alternatives -
>you don't have to keep bashing your head into a brick wall.
>
>
>On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said:
>> Hi,
>>
>> While RT is not an easy program to get up and running and all evaluations of
>> it say that it is not an easy install. The tool does work and work well. I
>> agree that it would be nice if it was packaged and one could do a simple
>> pkgadd. Also I think that Jesse and the rest of the users on this list do a
>> very good job of helping out whene there are questions. I do not blame you
>> for going with another product but I think it is a mistake to slam the users
>> and author of the RT program.
>>
>>
>>
>> -----Original Message-----
>> From: Walt Reed [mailto:rt at linuxguy.com]
>> Sent: Wednesday, October 01, 2003 11:13 AM
>> To: rt-users at lists.fsck.com
>> Subject: [rt-users] Abandoning RT
>>
>>
>> Well, after spending several days trying to get it to work, and trying
>> to debug the code, I decided to abandon my efforts to install RT. This
>> is too bad because from a feature / demo perspective, RT looks great.
>> Unfortuantely, the documentation is very weak, the code seems
>> convoluted, and there doesn't seem to be a good way to debug the thing.
>> The bottom line is that it just doesn't work.
>>
>> I see a few other people struggling to get it working too. If you are
>> one of those people, you may want to check out http://otrs.org/ which
>> seems competitive, works, and seems to be currently maintained.
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>