[rt-users] rt hard to use

[Lance Davis]

Unless I am missing something fundamental, having been trialling rt for a 
couple of weeks there seem to be some obvious things missing / wrong .

Maybe someone could point me in the right direction ...

Firstly and most important there doesnt seem to be a way to differentiate 
between tickets that we last updated and tickets that clients have 
responded to. We need to see ones that clients have responded to and 
answer their response, but dont need to look at ones that we responded to 
last. 

In a system that we last used there were two distinct 'open' statuses for 
this purpose - 'open support' and 'open customer (requestor)'

Otherwise we either have to follow the email threads to see responses and 
then find the ticket in rt, or look through all of the tickets, or somehow 
hope to remember all the tickets ....

Secondly if we want to create a ticket in rt and have an email sent to a 
customer that seems hard to do.

The other gripes are to do mainly with the user interface and where you 
are left after doing things, I think it could be made a lot more user 
friendly / intuitive with a little bit of work.

For example if you have merged two tickets, what is the point of leaving 
you on the merged away from ticket that doesnt exist any more ?? 

Similarily if you have deleted a ticket ...

Also I would like to see a 'delete' header like the resolve one to make it 
easier to get rid of spam.

Another minor niggle that is probably easily fixed is that bulk update 
starts with all selected, but there is no 'deselect all' button, otherwise 
I feel that it should start with none selected ... or allow you to select 
which tickets you sent through to bulk update.

Regards
Lance

-- 
uklinux.net - The ISP of choice for the discerning Linux user.