[rt-users] RT vs ........
Bob Goldstein
bobg at uic.edu
Mon Apr 4 11:01:20 EDT 2005
I don't know about TrackIT, but maybe you can draw some lessons
from my story. We started with some other system, _very_
expensive, feature rich, fixes-everything-from-hangnails-to-
mothers-in-law. Except that:
- UI was native windows only
- Web interface was hobbled, and IE only
- No UI for end users at the time
- email support was poor
- UI was overly complicated, and did not easily
show basic info (like who appended last),
had too many panels, each with not enough
info.
- Data model did not match the way
I think about queues and tickets.
- Privilege system does not separate
different groups well.
- We didn't need/use all the "features"
("We" still use it, but my group broke away and uses
RT now. We exchange tickets via email with the other system.)
And as to money, you already installed RT. Much as I like
BP and think they would do an excellent job, if money
is such a concern, why wouldn't you just install it
yourself again?
Beware of the feature punch-list.
bobg
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>Hi,
>
>
>Let me first say I am being sincere here with my questions. I simply
>wish to find reasons to keep RT over Track-IT. It's solid and does a
>good job.
>
>Need your thoughts. I wish to keep RT, unfortunately it seems it's not a
>case of apple for apples, and my workmate puts together some good points
>and Track-IT seems feature rich. Mind you that unlike what he says about
>us putting RT in to get us started was crap. No one in their right mind
>installs RT on Mandrake linux as a short term stop gap.
>
>
>The way he puts things makes track-it definitely is much more feature rich.
> From what he says below, Track-it seems to be much more than just a
>helpdesk.
>
>Any points in favour of RT?
>Anyone usedTrack-IT or know about it?
>Anything better than these two products?
>Anyone contract offer setup support for RT? As the prices my workmate
>found on the Bestpracticle site are beyond our scope
>
>
>Your thoughts? Please note that when I drafted my email to him, I did
>not know what exactly the product was he was looking at.
>
>
>Begin my original message
>-------------------------
>
>
> Over the weekend I enabled the following in RT:
>
> 1. Job - Escalation
>
> o Jobs are escalated every 24 hours. They are set to highest
> priority after 4 days (I est 4 days to be when we have
> resolved most jobs by.)
>
> 2. End user - Self service web interface - users can check / add
> jobs to the queue - requested by Pauld
>
> 3. Reminded - via email - sends a list of open/new jobs with
> priorities to the help desk operator
>
> o You are reminded via email about the following:
> o New jobs from two days of creation
> o Jobs still open every 7 days
>
> Other requests Todo.
>
> o Knowledge base - is installed not yet configured.
> o Add sender's name to his/her job in the "new" jobs list in
> the queue
> o Enable Active directory authentication for Self Service web
> interface.
>
> Customisation
> The system supports overlays, so one can customize any aspect of
> the helpdesk with little interruption to future upgrades. Nice
> feature. ie. Someone on the list is working on a wizard interface
>(rather than
> standard web interface) for users. Users can use a wizard to guide
> them though the steps of adding jobs to the helpdesk.
>
> Clarification on Friday's meeting
> In relation to changing helpdesk systems, I'm not sure I explained
> my view clearly in the meeting, as the thought of replacing the
> helpdesk came as a surprise, especially after the pressure
> involved in getting it up and running earlier this year. I'd love
> to see what this other help desk systems offers, however at this
> stage, I'm not convinced investing $5,000.00+ for a new helpdesk
> will offer any significantly better benefits other than some basic
> features (remote desktop, etc) already offered by Microsoft and
> others for free.
>
> One question raised in the meeting was that of having time to
> enable helpdesk features in a timely manner. In addition to us
> looking at this other helpdesk system, I'd like to get costs for
> commercial support for the existing RT helpdesk system? As the
> company that offers this product away also offers commercial
> support. I think there are others too. I'd believe this could be
> cost effective way of getting all the features we need.
>
>
>
>
> Andrew,
>
> Can you email me web site of the new helpdesk mentioned in the
> meeting for assessment. TA
>
>
>
>Workmates reply to my original email -------------------------------
>
>
>
>
>I do not think that the RT Helpdesk has the ability to cover all aspects
>of what we require. I think it is a great Free Package. But being free
>does not mean that it is really free. The reason RT was deployed was
>because we needed something to start tracking the work load and it has
>done that job to an extent. It has also enabled us to develop a better
>understanding of how helpdesk software works, and what we require as an
>application with time for configuration and maintenance. Here is the
>cost for installation support from the RT Helpdesk website_
>http://www.bestpractical.com_ .
>
>As the creator of RT and its related products, we are the most
>knowledgeable company around when it comes to installing RT and RT-based
>technologies.
>
> o $2000 for up to six hours of installation and
> installation-related troubleshooting.
> o Installation support does not include configuration over and
> above the defaults recommended by Best Practical.
> o If we believe installation will take more than six hours, we
> will attempt to notify you immediately so you can decide
> whether we should continue for an additional charge.
>
>We also offer customized support packages designed to meet specific
>customers' needs.
>Academic discounts are available.
>And here is the Application support (I am not sure what currency that
>this is in I would guess it is in US dollars)
>*Bronze Level Support ($1,500 per quarter, $6,000 per year)*
>For companies processing less than 1,000 tickets per quarter in one
>ticket database.
>
> o Best Practical will respond to four separate incident
> support requests per quarter.
> o Best Practical will use reasonable efforts to respond to
> incident support requests within one business day of receipt
> of request.
> o Support requests come via e-mail, sent by your company's
> designated customer representative.
> o _Installation support <installation.html>_ is not included.
> o Additional support (e.g. for additional ticket databases)
> available at $200 per hour for a minimum of four hours.
>
>I suppose that you could look at it like the difference between Cisco
>and Alloy networking products, RT Helpdesk is like an Alloy switch that
>will do the job but not have all the bells and whistles of the Cisco
>Helpdesk like the Pacen Track-It helpdesk system.
>
>The commercial products offer significantly greater amount of benefits
>not only remote desktop support as can be seen by there brief
>descriptions below. From reading the full feature list of RT it does not
>come close to being able to compete with either of these helpdesk
>management products.
>
>I received an email from ManageEngine_
>http://manageengine.adventnet.com/products/service-desk/helpdesk-screens.html_
>
>
>
>Some of the features of this HelpDesk are: Self-Service Portal,
>Knowledge Base,
>Service Level Agreement to keep track of warranty Ends,
>HelpDesk Reports,
>Integrated NMS (Auto ticket generation on failure of network devices or
>applications monitored by OpManager. Centralized tracking of all network
>failure related tickets which is very helpful during auditing. Timely
>notice ability and rectification of network failures which results in
>maximum uptime of all your network devices and applications. )
>
>Hardware and Software Inventory,
>Software Licence Tracking,
>Purchase Order Tracking,
>Contract Management,
>Inventory Reports,.
>
>Another one probably the best I have come across is this one from
>Intuit_ http://www.pacen.com.au/trackit/trackit.htm_
>Some of the Features of this one
>
>
>Intuit® Track-It!® 6.5 Enterprise Edition A perfect solution for IT
>departments with three or more technicians who manage and support
>thousands or more assets and large numbers of end users at multiple
>locations. Edition, Enterprise Edition adds advanced help desk and asset
>management capabilities. Advanced asset management features allow
>customers to leverage their existing IT infrastructure - including
>databases, servers and Microsoft Active Directory.
>The Add-On Modules Intuit® Track-It!® Alert Provide technicians with
>notification and escalation capabilities using pager and email. Intuit®
>Track-It!® Audit Collect detailed hardware and software information from
>Windows® 9x, NT, 2000 and XP systems. Intuit® Track-It!® Audit Plus
>Manage and initiate auditing from a central console for added
>flexibility Intuit® Track-It!® Deploy Install and update software on
>every local, mobile and remote PC, laptop or server across your entire
>organization - without leaving your PC. Intuit® Track-It!® KnowledgeBase
>Boost first-level help desk technician productivity by giving them
>instant access to thousands of problems/resolutions to leading
>applications including Microsoft®, Netscape®, Novell®, Lotus®, Adobe®,
>Symantec® and more. Intuit® Track-It!® Mac Audit Collect detailed
>hardware and software information from Apple® Macintosh® 8.x and OS X to
>10.x computers on your network. Intuit® Track-It!® Receive Captures
>emails from applications, network management tools and end users, and
>automatically converts them to work orders. Additionally, users can
>check the status of their work orders and add additional information.
>Intuit® Track-It!® Remote Provide technicians with the ability to
>remotely control PCs from within Intuit Track-It!, including
>bi-directional file transfers and chat sessions. Intuit® Track-It!® Sync
>Enable technicians to create, edit and close work orders remotely with
>handheld computers that support synchronization with Microsoft® Outlook®
>2000 and 2002. Intuit® Track-It!® Self Service Give users the ability to
>submit work orders including attachments , view status of their work
>orders and messages from help desk staff, search Intuit Track-It!
>Solutions for self help, and perform an audit on their PC. Intuit®
>Track-It!® Self Service Plus Add your own problem/solution entries to
>the database and allow end-users to search for solutions in freeform
>style. Intuit® Track-It!® Technician Web Give technicians seamless
>access to Intuit Track-It! from a browser. Intuit Track-It! Remote users
>can take remote control of PCs using a browser.
>
>I have emailed the local suppliers to get back to me with a quote and
>also requested a 3 Month Trial Key for the software.
>
>So as we can test the software.
>
>
>End Workmates comments -------------------------------
>
>
>
>
> Sincerely,
> Chris W
>
>
>
>
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>
>RT Administrator and Developer training is coming to your town soon! (Boston,
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>
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