[rt-users] RT 4

[Mathew Snyder]

Tom Lanyon wrote:
> On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
> 
>> 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
> 
> Whilst we haven't had anything wrong with RT, the 'powers from above'
> are evaluating other products and looking to move away from RT (oh no!)
> to a more integrated solution.
> 
> Therefore our requirements would be:
> 
>     - Customer database and the ability to track tickets per customer

But this is what RT does anyway

>     - Extended time tracking: start/stop tracking time against a ticket
> then report on time spent per customer
While it would be nice to see this integrated as part of a more robust reporting
feature, we took matter into our own hands and wrote scripts which simply use
the the RT API to gather the data needed, manipulate and format it and email the
results to the powers that be.

> 
> Thanks.
> 
> -- 
> Tom Lanyon
> Systems Administrator
> NetSpot Pty Ltd