[rt-users] RT IVR/Surprisingly not OT

[Jason A. Diegmueller]

We are doing this in our organization.

At this time, we do not give the option to open a ticket, but we do give the 
option to:
* Request callback from Engineer who owns the ticket (emails ticket which then 
records time/date of request)
* Request callback from Any Available Engineer (emails ticket and cc:'s an 
internal support alias)
* Request immediate support (emails ticket noting action, then transfers the 
caller to our answering service who is responsible for tracking someone down)

We front-end this with a request to input a ticket number (I started our 
tickets at #100000 in anticipation of writing the IVR).  The system uses 
text-to-speech to read back the Ticket Numebr, Ticket Subject, and Owner (if 
there is one).  At this time I don't front-end any sort of authentication 
mechanism, however this system is used so rarely I'd be surprised if it was 
ever abused.

I am doing this with Cisco's IPCC Express product, however same concepts apply 
to open source products such as Asterisk.

-jd

On Thu, 2 Dec 2004, Kris Boutilier wrote:

> Actually, they have a valid point.
>
> There are scripts floating around for Asterisk (http://www.asterisk.org)
> that provide a model for a simple IVR interface into RT. Asterisk is fairly
> low complexity for use as an IVR platform, so it seems like this is a fairly
> large source of untapped potential - particularly for using RT for
> applications outside the IT realm such as, say, municipal complaint
> management?
>
> Google for 'Asterisk "Request Tracker"'.
>
> Kris Boutilier
> Information Systems Coordinator
> Sunshine Coast Regional District
>
>> -----Original Message-----
>> From:	Matthew Joseff [SMTP:mjoseff at yellowbrix.com]
>> Sent:	Thursday, December 02, 2004 10:08 AM
>> To:	Scott T. Hildreth
>> Cc:	Rt-Users
>> Subject:	Re: [rt-users] OT
>>
>>
>> More OT:
>>
>> Favorite RT question from users:
>>
>> "If my Internet is down, how can I open a ticket?"
>>
>> On Thu, 2 Dec 2004, Scott T. Hildreth wrote:
>>
>> }I think Lawrence Altomare is not in his office today.. :-)
>> }_______________________________________________
> 	{clip}
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