[rt-users] Newcomer's questions - Using RT across multiple workgroups

[Rick Ells]

Here at Computing & Communications (C&C) at the University of Washington 
in Seattle, WA, we are looking closely at Request Tracker for trouble 
ticket management across multiple workgroups within C&C (client services, 
telephones, network operations, security operations, applications 
monitoring, etc.). We hope to do it such that each workgroup has the 
configuration flexibility it needs, yet still be able to pass tickets back 
and forth among workgroups as needed.

Therefore, we are interested in contacting people using RT across
multiple workgroups, particularly at research oriented higher education 
institutions. Best Practical suggested we post a message to this list.

If you are interested, please answer the following questions by email 
(reply off-list to me at rells at u.washington.edu). Or, if you prefer, we 
could interview you by telephone or video conference.

Questions
---------

1.  What made you decide to go with Request Tracker (RT)?

2.  What platform(s) are you running RT on?

3.  How many concurrent users is your RT implementation
     configured for?

4.  What sort of workgroups are using RT in your organization?

5.  Have the workgroups implemented their own independent
     instances of RT, or is there a central system shared
     across the workgroups?

6.  How much time was spent on basic workflow definition when
     you began?

7.  How much time was spent implementing your RT installation?

8.  What did your RT project planning and implementation team
     look like?

9.  Did you do one big install or a phased installation of RT, one
     workgroup at a time? What approach would you recommend?

10. What does your RT ongoing management team look like?

11. Did you have Best Practical help you get started with RT?
     If so, what was that like and how well did that work for
     you?

12. What is there about RT that is not working the way you
     thought it would?

13. If you were going to do your RT planning and
     implementation again, what would you do differently?

14. What lessons learned from your implementation can
     you share with us?

15. What other tools have you integrated with RT, such
     as databases, report writers, etc.

16. Can we contact you for an interview, or maybe a site
     visit? If so, please provide contact information.

Thanks for your time. Sorry for so many questions; this project
is important for us.

   Rick Ells
   Co-Manager
   Trouble Ticket Software Evaluation Project

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