-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Hi all, I'm trying to convince a customer of mine that RT (Request Tracker, the ticketing system) is the way to go for ticketing for their organisation. The question has come up (as it always does for open source applications) of what the installed base in NZ is. Obviously this is hard to gauge, as there's no licensing etc. as there is for commercial solutions. So, are you using RT, or are you aware of people using RT, in anger in NZ today? (Private reply is fine) (Yep, I realise it's not hugely on topic, but an ISP list seems like it's have lots of RT users on it) - -- Nathan Ward -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.7.0 (Build 867) Charset: US-ASCII wsBVAwUBR2DSmqhXB4ariYS3AQgTPwf/QjGiQJWytZRDiN2dbVkjRn6Is9V0WMNE IpOXwnfu+1FxoFjyUIpzQKsWeALZBWbhoNBJEJgR7VNyBrmUjAdDvgW7svGFDkaI TaYm3cy4rufgxInjZpbh2Hn3nGWNzyXWtSoXA7DGaT2Xk0K3H4tqyhS6H0a+HL+T L3dfgPErxZmeoXd5vnO4rsRN61n8g0wKW24AgZYD09C8vfSM3tcSxpdRdY6KJ0dK m5vwHFXNcX3wo40r33/dYW4jwzN2ZOzOYS2qvfJuJ4Cs8tB+DePMUb//V1LyOSyV PkOKyXo5Cf9w7sVX7hd5aI8xKDoe7aqW5+vgfqkC45PkyzS2s8L5Hw== =IPrU -----END PGP SIGNATURE-----
On 13/12/2007, Nathan Ward
Hi all,
I'm trying to convince a customer of mine that RT (Request Tracker, the ticketing system) is the way to go for ticketing for their organisation.
The question has come up (as it always does for open source applications) of what the installed base in NZ is. Obviously this is hard to gauge, as there's no licensing etc. as there is for commercial solutions.
So, are you using RT, or are you aware of people using RT, in anger in NZ today? (Private reply is fine)
(Yep, I realise it's not hugely on topic, but an ISP list seems like it's have lots of RT users on it)
- -- Nathan Ward
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? Regards, Glenn -- See my blog at http://snap-happy3216.blogspot.com
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
first off, RT and OTRS are issue tracker designed as support
applications for helpdesk environments.
Quoting John S Russell
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?
otrs is compared to rt a lot bigger and has tons of features like a FAQ management. both are perl and therefor easy to extend and customize. i used both and tend to rt for smaller environments and to otrs for larger setups. lenz
participants (4)
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Glenn Enright -
John S Russell -
lengsc＠coretech.co.nz -
Nathan Ward