[rt-users] No Answers :-(

[Bob Goldstein]

Don't take this the wrong way, but RT is commercial as well as
open source. I've been pleased with RT and the list, but I never
felt entitled to specific answers. I do read the code when I need
to, and I answer questions when I have time and expertise. But if
I didn't have the time or skill to do that, and I had to have
timely answers for a production system, I'd consider buying a
support contract.  In fact, one of the selling points of RT
here, is if I were to get hit by a beer truck, the organization
could get commercial support and continue.

  bobg


>Torben,
>
>I too, have had issues with questions I've asked going unanswered.
>Initially, I thought it was due to people just not caring to answer
>them.  However, having been posting to this mailing list for a while
>now, I've come to realize that a lot of questions get posted and it is
>easy to lose one or two in the mix.  I've asked a few of the questions
>I've had more than once usually getting some kind of answer eventually.
> Even people don't know the answer, they will generally let you know.
>If you don't get an answer the first time, ask again.  Eventually you will
>
>Mathew
>
>Torben Nehmer wrote:
>> Hi,
>>  
>> I have been using RT for a while now and I must say that I am very happy
>> with it as a product.
>>  
>> What I'm a bit dissapointed is the fact, that I didn't get any response
>> at all to two questions I have been asking here on the list, one about a
>> Problem with text/html mails [1], and another about default ticket
>> filtres [2].
>>  
>> [1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
>> [2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html
>>  
>> In both cases I'd be happy even with a first few insights where to start
>> searching. I have quite some experience in application development in
>> itself, but I have almost no knowledge of RT internals and not the time
>> to spend hours in understanding the whole architecture. Heck, even
>> pointers at existing Documents etc. would be a help, I searched for the
>> problems, but i didn't find anything useful.
>>  
>> I know that support is always a problem with open source software (I
>> have been leading an OSS Project for years), but just not answering in
>> any way isn't exactly what I'd expect. Please don't destroy the very
>> good impression I currently have from RT by letting this slide entirely.
>> Currently our RT instance here is only used by a few people, but we have
>> plans of opening it up to around a thousand employees here and there it
>> will be a problem.
>> 
>> Yours sincerely,
>> Torben Nehmer
>> 
>> -------
>> Torben Nehmer
>> Diplom Informatiker (FH)
>> Business System Developer
>> 
>> CANCOM Deutschland GmbH
>> Messerschmittstr. 20
>> 89343 Scheppach
>> Germany
>> 
>> Phone: +49 (0)8225 - 996-1118
>> Fax: +49 (0)8225 - 996-41118
>> torben.nehmer at cancom.de <mailto:torben.nehmer at cancom.de>
>> 
>> CANCOM Deutschland GmbH
>> Sitz der Gesellschaft: Jettingen-Scheppach
>> HRB 10653 Memmingen
>> Geschäftsführer: Paul Holdschik, Christian Linder
>> 
>> 
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