[rt-users] RT 4

[Kelly F. Hickel]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
> Sent: Thursday, May 24, 2007 8:40 PM
> To: Tom Lanyon
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
> 
> 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

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the "Customer
Centric RT" thread recently.  For instance, our customers may have
several installations of our product, on various operating systems, with
various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an "Organization
Record", that might include such things as the list of users authorized
to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly

> 
> >     - 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