----- Original Message ----- > From: "Jesse Vincent" <je...@bestpractical.com> > >I saw no evidence that RT4 had added anything that resembled a > >customer > > > >file, and -- given the *violent* antipathy on BestPractical's part to > >that > >idea, dating back to 3.2 -- I really didn't expect it. > > > > I'm not quite sure what you're referring to. I'd love for RT to have > the functionality.
Ok, I've just gone back and asked The Google, and I've *slightly* over- characterized BP's distaste for the idea; my apologies: http://www.gossamer-threads.com/lists/rt/users/62792 That amounts more to "ok, that's not a bad idea, but we're not all that interested in investing any effort into doing it unless people are paying." As I pointed out somewhere along the way, that limits your audience to internal departments, where this sort of "make sure you notify the requestor's supervisor on all tickets automatically" and "has someone else in that department/customer/administrative span of control already reported the same problem" are less necessary; small businesses with "customers" who might be potential customers won't -- generally -- even bother to complain that RT doesn't have that; you're just not in their evaluation criteria at all. I've always been fine with that -- you give it away for free, you're perfectly entitled to decide on what you think your feature set is going to be. I'm just telling you -- as I always have -- that this puts you in Jerry Pournelle's famous category of "infuriatingly excellent"; the package has always been good enough to really irritate those for whom (like me), that design blindspot knocks you right out of the picture. But you're correct: "violent antipathy" is an overstatment. Please allow me to correct it to "violent apathy", with my apologies. :-) Cheers, -- jra