> -----Original Message----- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mathew Snyder > Sent: Thursday, May 24, 2007 8:40 PM > To: Tom Lanyon > Cc: RT Users > Subject: Re: [rt-users] RT 4 > > Tom Lanyon wrote: > > On 02/05/2007, at 3:24 AM, Jesse Vincent wrote: > > > >> If, for the sake of argument, Best Practical were to rewrite RT, what > >> would you want to see in the new product? > >> > >> Think big. > >> > >> Jesse > > > > Whilst we haven't had anything wrong with RT, the 'powers from above' > > are evaluating other products and looking to move away from RT (oh no!) > > to a more integrated solution. > > > > Therefore our requirements would be: > > > > - Customer database and the ability to track tickets per customer > > But this is what RT does anyway
No, it doesn't. It tracks by a user. Customers (often) have many users. This is (to me) the same thing as discussed in the "Customer Centric RT" thread recently. For instance, our customers may have several installations of our product, on various operating systems, with various backend databases. Rather than having to capture this data in every ticket, it would be much better to have it in an "Organization Record", that might include such things as the list of users authorized to open support tickets, an escalation path, people responsible for purchasing and so on. Realistically, this may best be handled by adding a User Custom Field that refers to an external customer information database. However, having all (or at least most) of that information on the ticket screen would be preferable, and being able to search for all tickets by all users for a certain customer is an absolute requirement. -Kelly > > > - Extended time tracking: start/stop tracking time against a ticket > > then report on time spent per customer > While it would be nice to see this integrated as part of a more robust > reporting > feature, we took matter into our own hands and wrote scripts which simply > use > the the RT API to gather the data needed, manipulate and format it and > email the > results to the powers that be. > > > > > Thanks. > > > > -- > > Tom Lanyon > > Systems Administrator > > NetSpot Pty Ltd _______________________________________________ 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