[rt-users] RT as a Call Center App

[Ramon Kagan]

HI,

We have been using RT/RTIR for incidents in our infosec department for
some time now.  Although it's not a call center, we have automated ticket
entry from various systems.  We are in the process of implementing the
central call centre for the university as a whole.  We have made
modifications, but generally in the "local" tree, not the core RT code.
That's the beauty of RT, 90%+ of the changes don't have to go into the
core code, making upgrades scary.  I'm not personally doing these
modifications, but am involved in the project.  For the infosec I have
been responsible for the changes and I think I changed only one file, but
I believe I will be able to rework that change in a different way as to
not touch the RT code whatsoever.  Deployment of the first crack at the
call centre is scheduled for the end of March.  Inevitably, RT is a
framework, a very flexible one, that will need "massaging" to meet your
needs, but that's a good thing.  Products like Remedy's ARS aren't
conducive with this, and you have to change your processes to match it.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
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On Tue, 1 Mar 2005, Ron Tyro wrote:

> Hi,
>
> RT 3.4
> Solaris
> MySQL
>
> I have a general question:  is anybody using the RT software as a call
> center application?  That is tickets are created by call center staff
> who take questions/problems via the phone or at a walk-in desk.  If you
> are, is RT working well?  Was allot of customization required?  Within
> the RT code?  Did you have to create extra code to handle your
> workflow?  Any comments would be appreciated.
>
> Thanks,
> Ron
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
>
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