> At the time, I would have blanched if you'd said you wanted to deploy > RT somewhere handling 1000 tickets a day. These days, I know of > organizations pushing 10,000 tickets through RT on a slow day, bursting > to over 20,000 when things get busy. > >> 3. Am I better off looking at a commercial system like Remedy / Peregrine >> (for our organization size), due to potential cost of custom development >> integrating RT?
We're a relatively small org, but have done a fair bit of customization to RT since we're using it as a CRM. Out of the box RT covered all of the basics, and the wiki + extensions didn't hurt. We've put in about 100 man hours to do some serious customizations since (many now public) since we rolled out RT 8 months ago. I don't expect that would be much less with anything else; users don't want to learn anything anyhow, so you've always got to try to warp things to their whims ;-) Except that in those cases half the time you'd discover what you wanted to do couldn't be done, whereas in RT you start to get a better grasp of how everything's glued together. Also, if you can make use of the built-in self-service interface, rather than rolling your own, that should make things much easier to adopt. Just a few moments rambling thoughts on the matter, Cheers! -- Cambridge Energy Alliance: Save money. Save the planet. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com