[rt-users] Can RT replace Remedy?

[Todd Chapman]

> > 3) Any type of bulletin board or global notices functionality?

There is an RT extension to post notices at the top of the RT page.

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ServiceUpdates

On 2/13/08, Kenneth Marshall <ktm at rice.edu> wrote:
> On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote:
> > We currently use Remedy and it's in need of an upgrade.If you know
> > anything about Remedy you know that can be extremely costly. I'm trying
> > to look at other Helpdesk products to see if something else could fit
> > instead of staying with Remedy.
> >
> > Our helpdesk is somewhat customized, but we really don't take advantage
> > of what Remedy has to offer. We use it for tracking tickets/incidents.
> >
> > I have RT installed on a test server and configured for LDAP which is a
> > requirement.
> >
> > We currently create and route tickets based on a three level category
> > and the user's Location. My initial look at RT shows it as much simpler
> > than that. Basically writing an email and submitting. I assume someone
> > else is then responsible for routing the incoming tickets accordingly?
> >
> > Other things we do:
> >
> > 1) Escalations? We have tickets with four different severity levels,
> > like Critical, High, Medium, and Low. Depending on the severity level
> > AND which group the ticket is assigned to, if nothing happens on a
> > ticket within a certain amount of time, an escalation
> > notification(email) is sent. Each group has three levels for during and
> > after business hours, plus three more global higher levels. These levels
> > are set for each group.
> >
> Yes, this is configurable. Check the wiki for information.
>
> > 2) Are there business hours and after hours specifications? Holiday
> > settings?
>
> Yes, but it is a function of your customizations.
>
> >
> > 3) Any type of bulletin board or global notices functionality?
> >
> Not so much.
>
> > 4) Any type of Solutions functionality?
> >
> Yes, RTFM (yes it is a productname).
>
> > There's certainly more, but that's a start. Can RT do any of these
> > things? If it was customized to do these things, how hard would future
> > upgrades be?
> >
> The customizations are very localized and the upgrades are quite
> simple. I recommend some type of regression testing to confirm
> functionality, but I would recommend that for an upgrade to Remedy
> or any other product. We like RT a lot and chose it over Remedy.
>
> Cheers,
> Ken
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