On Fri, 14 Dec 2007, Glenn Enright wrote:
The other system I've heard about that seems to fit many situations is OTRS. Does anyone have some input as to what the most important differences are between these two systems?
The key thing about both RT and OTRS is that they're designed to track high-volume, low-value, issues. Ideal for stuff like (for example) basic residental ISP customer facing tasks like password changes, account queries, faults and whatnot. Scales up to things like customer MACs, even. But no further. But neither RT not OTRS is designed with any kind of "project" scoping at all. If you have a task which involves multiple people, any kind of documentation workflow, etc - attempting to bolt RT onto the side of that sort of process is quite painful. RT is excellent as far as it goes, as long as you realise that it only goes so far. JSR