On Montag 21 Mai 2007, Justin Brodley wrote: > Has anyone done any work into making RT more customer centric? > > > > Some history to help explain what I'm looking for. > > > > Basically were an ASP hosting operation, we have hundreds of customers > that pay us money to host their site. Our company has several > departments that create tickets associated to each of the customers. > Currently the way were managing Customer is by having them defined as a > custom field and then we can write reports based off these custom > fields. > > > > However, the queries we see related to custom fields have brought up > concerns about scalability of CF fields. Because we have several > hundred customers we have several hundred custom field values defined, > in addition to some more simple selection criteria. > > > > Has anyone done any work in making a more Customer Centric version of > RT? In addition to our performance concerns we need to start adding > additional criteria for each customer ie, escalated customer, premier > support, etc. All of these parameters get factored into our escalation > scripts, our current thought is to do most of this work outside of RT > and then make the customer name display as Name (P) and then parse for > the () values to determine the correct ruleset. But I find this to be > terribly Kludge and there should be an easier way. > > > If anyone has any ideas or knows of any extensions to RT to help > accommodate some of these needs, I'd greatly appreciate it. > > > > Justin Brodley
We are currently evaluating a dedicated CRM system versus RT, since we have already running RT for other things. The main aspect that seems common to your problem to me is, that a customer (= a company) is the main object and not the person who created a ticket neither the ticket itself. Yet every contact, phone call etc will be documented by a ticket so I need to be able to search for all tickets belonging to a customer. Each ticket may have different requestors (people in my company and employees of the customer. So is somebody using RT as CRM system ? Regards Rolf Schaufelberger [EMAIL PROTECTED] _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com