[rt-users] RT State of the Onion?

[Jon Daley]

 	I am not quite sure what you mean by the first one.

 	The "what happened today" is quite nice in the newer releases - 
you can take any search and save it on your home page - so as long as you 
can write a search (and pick which columns you want to display) you can 
get exactly what you want.

 	The last one, sounds like you need notepad/emacs...

On Thu, 1 Feb 2007, Jay R. Ashworth wrote:
> It's been a while since I've looked at RT.  The last time I tried to
> get it some traction in the organization I work for, it foundered on 3
> points:
>
> 	* It didn't understand "customers".
>
> 	  The company I work for is in the computer service and support
> 	  business.  I need a ticketing system to have an integrated
> 	  'customer file' that keeps track of all the information about
> 	  a client, specifically including mapping incoming email
> 	  addresses to clients and auto-carboning the appropriate
> 	  client supervisory email.  RT didn't do that when I looked at
> 	  it last, and AT could be made to do it -- I thought -- but I
> 	  was already selling 'up-hill' and the loose integration was
> 	  something I couldn't overcome.
>
> 	* I needed a "what happened today" view for the boss -- showing
> 	  all of today's ticket activity and status changes and total
> 	  time billable -- and there wasn't one, quite, and I wan't
> 	  smart enough to write it myself.
>
> 	* To work helpdesk with it efficiently, I sort of needed a way
> 	  to start keying in the notes on an empty screen, and then
> 	  figure out which ticket it applied to, and attach it, or
> 	  create a new one.