Joby, This probably doesn't answer your question, and is mainly just for people searching for "university"/higher-ed deployments.
We're using RT for all IT ticketing/tracking on campus. Internally, our people love it. Externally, there has been some confusion with e-mails coming from people (eg. me) but not from my e-mail address: But that's a bootstrapping/eduction->re-education->re-re-education issue. In general, the external response has been very positive as well. We're looking hard at how to bring in other non-IT areas that have ticketing and tracking needs. Getting RT to use Oracle RAC as its database is a next step for us, before we can offer the kind of performance and reliability we insist on before bringing others in. I have been playing with having multiple RT application servers in front of a database - The app servers are running differently branded copies of the same RT - So IT looks different from Building & Grounds looks different from Security looks different from ... but they share the tracking database, so ticket numbers never overlap, and there is a common repo for reports to run off, and you can link/refer tickets "across" ticketing systems (B&G needs to electrically wire a room, but needs IT to provide phone/data cabling who in turn need Purchasing to approve a PO ... All using "different" RT instances visually customized for their workflow). -- Matthew Keller Information Security Officer & Network Administrator Computing & Technology Services State University of New York @ Potsdam Potsdam, NY, USA http://mattwork.potsdam.edu/ _______________________________________________ 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