[rt-users] RT 4

[James Alspach]

Jesse;

First let me say "Thank you" for soliciting our thoughts.  This is at
the heart of why I prefer to use open source software.  It is not the
money you may save but the proximity to the people whose hands are
actually in the code.

There are a few things we would like to see that have already been
mentioned.  I will still mention them again here just to reinforce. 
Also, I know many of the things we are looking for may be covered using
plug-in or workarounds but, since we are just tossing out ideas, I
included those as well.

1) Asset tracking
	A way to track the lifetime of a piece of equipment along with
any upgrades, problems, etc...

2) Configuration / change management
	It would be nice for our help desk people to be able to look to
see if work had recently been done on a specific server.  If a problem
seems to be related to that work, set the owner of the server ticket as
the owner or a watcher on the new tickets being opened.   Also, the
ability of that tech to see what was done and why so that he can decide
whether or not to roll the changes back.

3) Built in ability to customize screens
	Users in group A see RTFM and a list of their open tickets but
otherwise only see the self service screen.
	Users in group b see RTFM and their tickets and also have the
ability to search.

4) Built in management reports
	Average ticket close time by tech, closed tickets by tech, top
10 requestors, etc...

5) Ability to print a hard copy summary of a ticket.  
	Something that generally fits on one page and gives an overview
of the problem and solution (if there is one).

6) Active Directory interface
	This would allow us to set up users in AD and give them access
to RT right there.

We are not actually using RT (yet?) so these things may be less
important than they seem now and /or we may come up with other things
later, but the above are the things that my managers questioned when we
first started looking into RT.


Thanks again;
James

PS I just read someone suggest an AJAX interface. That would be cool
especially if combined with #3 and #4 above.  A dashboard type interface
that a person could modify (think Google desktop or the like) up to the
limits set by the admins.  Plus the ability to build a 'window' on the
dashboard that is the result of a saved search.  Now that would be nice!


James Alspach
Systems Applications Technician
Shasta County Office of Education


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse