[rt-users] Questions

[James Davis]

Hello,

The company I'm working for is looking to switch to RT from our current
ticketing system. Per user licensing issues are getting in the way of our
productivity and we're all for moving to a GPL based package.

I'm pleased so far with the installation of RT that I've performed ontop
of a Debian installation, however there are a few features in our current
software that we find to be useful and I'd like to know if there's
something similar available through RT or an extention to RT.

Basically the existing software allows us to enter the items supported for
specific contracts with the SLA response/fix times specified on a per item
basis. We can then configure the software to alert us before the response
time runs out. Is it possible to achieve this through RT without creating
queues for each item under contract?

I could of course write the functionality myself but would like to know if
this has been done before starting on it.

Thanks,

James

--
"You're turning into a penguin. Stop it"
http://jamesd.ukgeeks.co.uk/