[rt-users] What criteria do you use when deciding the number of instances of RT?

Kenneth Crocker KFCrocker at lbl.gov
Thu Jan 10 13:41:44 EST 2008

To all,

	I work in the IT division and we only have one instance and it is used 
primarily for keeping track of requests for maintenance, custom work, 
etc. for our many (over 50 queues) software applications. I have 
developed an approval (ticket review and prioritization) and QA 
(Acceptance testing) "workflow" set of scrips and templates and it works 
great. However, there are so many other areas here where RT could be 
helpful. Being in Tech Services and the Sys Admin of our only version of 
RT, do I keep it to myself or spread the joy? From that perspective, I 
have to agree with Bob Goldstein. It really depends on the priorities of 
your department. Does the company have other departments where someone 
would be capable of administrating another instance of RT? Are there any 
chances that tickets from one instance might want/need to be transferred 
to another? What kind of differences/customizations would be needed 
between instances? I suggest doing an analysis of those subjects and any 
others you might come up with and prioritize their values and decide 
from there. I'm going with the one instance. That way, I can control 
what customizations are made to our one instance. If I ever get a 
department that has radically different needs and requirements, then I 
might want a different instance. For me, redundancy is usually a 
maintenance nightmare and I don't like designing or creating unnecessary 
work. But hey, that's me. Good luck!


On 1/9/2008 3:53 PM, james machado wrote:
> Hi All,
> My question is both hypothetical and practical.  I've got RT deployed in 
> my I.T. department doing what it does best and it's working well.  I've 
> put feelers out to some other departments that I think could benefit 
> from RT to see if they would be interested in having it setup for them.  
> I am finely getting some positive responses so I'm looking for some 
> guidance on deployment options.  I am trying to decide if I should share 
> an instance of RT among 1+ departments or create a new instance of RT 
> for each department.  Hardware is not an issue either way, nor does it 
> look like the traffic volume will be an issue.  These are all internally 
> created tickets with no Internet access to my RT instance.  If Internet 
> access were required then a separate instance of RT would be desirable.
> So what I am looking for from people who have either had this issue or 
> thought about it is: what factors you would take into account when 
> deciding on 1 or more instances of RT and why.
> Thanks,
> James
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