[rt-users] RT State of the Onion?

[Todd Chapman]

On Thu, Feb 01, 2007 at 12:56:03PM -0500, 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.
> 

Pay someone to do what you want. RT is fully customizable and
though most people don't realize it, it's real power is in it's
API. I'm sure BP/Jesse don't see the value in features that
will be used by a tiny percentage of RT users, so they made
RT a great base upon which your dream ticket system can be
built.

-Todd