Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
Hi; We use one instance for 40 or so departments across 5 different sites in 2 countries ..based on queue/s per department Worked well for the past 4 years. With the right permissions , the look and feel as if it were different instances.with the added bonus tickets can be shipped between different queues and the maintenance is simpler. Creating new queues, queue cf's, watchers and users are managed by the sysadmins in the different sites, scrips are created and managed centrally by me and my team. Regards; Roy james machado wrote: Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James ___ 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 ___ 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
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
I have had to think about this a lot. Maintaining one RT with customizations for lots of different groups can be challenging. Maintaining multiple RT instances and trying to keep some customizations in sync across those instances can also be a bit of a pain. So what it comes down to for me is risk. I can't have my externally facing customer service queues being screwed up by customization for my internal queues. So for me customer service gets its own instance and everyone else gets another instance. -Todd On 1/9/08, james machado [EMAIL PROTECTED] wrote: Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James ___ 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 ___ 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
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
--===1115171146== Content-Type: multipart/alternative; boundary==_Part_8390_1032883.1199978446926 --=_Part_8390_1032883.1199978446926 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline I have had to think about this a lot. Maintaining one RT with customizations for lots of different groups can be challenging. Maintaining multiple RT instances and trying to keep some customizations in sync across those instances can also be a bit of a pain. So what it comes down to for me is risk. I can't have my externally facing customer service queues being screwed up by customization for my internal queues. So for me customer service gets its own instance and everyone else gets another instance. Interesting. For code customizations, I have my paths set up so that a given instance gets a base part (governing the core RT version), a common part for all instances (of that RT version) where I put _vendor files, and a per-instance part. Any customization I want to apply to all instances is easy, and I can still have per-instance differences. Of course, if you mean customizations in the RT config file or in the database, this doesn't help. bobg -Todd On 1/9/08, james machado [EMAIL PROTECTED] wrote: Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James ___ 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 --=_Part_8390_1032883.1199978446926 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline I have had to think about this a lot. Maintaining one RT with customizations f or lots of different groups can be challenging. Maintaining multiple RT instan ces and trying to keep some customizations in sync across those instances can also be a bit of a pain. brbrSo what it comes down to for me is risk. I can#39;t have my externall y facing customer service queues being screwed up by customization for my inte rnal queues. So for me customer service gets its own instance and everyone els e gets another instance. brbr-Toddbrbrdivspan class=gmail_quoteOn 1/9/08, b class=gmail _sendernamejames machado/b lt;a href=mailto:[EMAIL PROTECTED]hvge [EMAIL PROTECTED]/agt; wrote:/spanblockquote class=gmail_quote style= border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding- left: 1ex; Hi All,brbrMy question is both hypothetical and practical.nbsp; I#39;ve got RT deployed in my I.T. department doing what it does best and it#39;s wor king well.nbsp; I#39;ve put feelers out to some other departments that I thi nk could benefit from RT to see if they would be interested in having it setup for them.nbsp; I am finely getting some positive responses so I#39;m lookin g for some guidance on deployment options.nbsp; I am trying to decide if I sh ould share an instance of RT among 1+ departments or create a new instance of RT for each department.nbsp; Hardware is not an issue either way, nor does it look like the traffic volume will be an issue.nbsp; These are all internally created tickets with no Internet access to my RT instance.nbsp; If Internet access were required then a separate instance of RT would be desirable. brbrSo what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding o n 1 or more instances of RT and why.brbrThanks,brspan class=sg brJamesbr /spanbr___bra onclick=retu rn top.js.OpenExtLink(window,event,this) href=http://lists.bestpractical.com /cgi-bin/mailman/listinfo/rt-users target=_blankhttp://lists.bestpractical .com/cgi-bin/mailman/listinfo/rt-users /abrbrCommunity help: a onclick=return top.js.OpenExtLink(window,event ,this)
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
To all, I work in the IT division and we only have one instance and it is used primarily for keeping track of requests for maintenance, custom work, etc. for our many (over 50 queues) software applications. I have developed an approval (ticket review and prioritization) and QA (Acceptance testing) workflow set of scrips and templates and it works great. However, there are so many other areas here where RT could be helpful. Being in Tech Services and the Sys Admin of our only version of RT, do I keep it to myself or spread the joy? From that perspective, I have to agree with Bob Goldstein. It really depends on the priorities of your department. Does the company have other departments where someone would be capable of administrating another instance of RT? Are there any chances that tickets from one instance might want/need to be transferred to another? What kind of differences/customizations would be needed between instances? I suggest doing an analysis of those subjects and any others you might come up with and prioritize their values and decide from there. I'm going with the one instance. That way, I can control what customizations are made to our one instance. If I ever get a department that has radically different needs and requirements, then I might want a different instance. For me, redundancy is usually a maintenance nightmare and I don't like designing or creating unnecessary work. But hey, that's me. Good luck! Kenn LBNL On 1/9/2008 3:53 PM, james machado wrote: Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James ___ 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 ___ 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
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
Here at Koumbit.org we've setup an extra RT instance for a fellow organisation/partner that needed the resources. It's a seperate instance because I didn't feel confortable giving them user access to our RT. I would never consider deploying *another* RT for ourselves, too much trouble. Seems to me Queues and Groups can do all I need. Now of course if you need nifty customizations like graphical modifications or really particular behaviour, you might need seperate instances, but in my experience, it's too much trouble. A. -- Computer science is no more about computers than astronomy is about telescopes - E. Dijkstra signature.asc Description: Digital signature ___ 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
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
I work in a university computer center. We try to set up an instance per department or other large unit (e.g. college) on request. Part of it is, I can hand the instance to an admin and say have fun. They can then handle new users, privs, new queues, etc. (I have to connect email addresses to new queues, though.) There are many ways, all good. It partly depends on how much control a given unit wants over it's RT instance, to a lesser extent the security of isolating instances, and the nuissance of wanting to transfer tickets between instances. A downside of many instances is that you can't transfer tickets between them, and you need someone to take care of each instance. We do the sysadmin work, but the dept has to deal with adding consultants, etc. bobg Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James --=_Part_21836_23723461.1199922791092 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hi All,brbrMy question is both hypothetical and practical.nbsp; I#39;ve got RT deployed in my I.T. department doing what it does best and it#39;s wor king well.nbsp; I#39;ve put feelers out to some other departments that I thi nk could benefit from RT to see if they would be interested in having it setup for them.nbsp; I am finely getting some positive responses so I#39;m lookin g for some guidance on deployment options.nbsp; I am trying to decide if I sh ould share an instance of RT among 1+ departments or create a new instance of RT for each department.nbsp; Hardware is not an issue either way, nor does it look like the traffic volume will be an issue.nbsp; These are all internally created tickets with no Internet access to my RT instance.nbsp; If Internet access were required then a separate instance of RT would be desirable. brbrSo what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding o n 1 or more instances of RT and why.brbrThanks,brbrJamesbr --=_Part_21836_23723461.1199922791092-- --===0413921889== Content-Type: text/plain; charset=us-ascii MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline ___ 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 --===0413921889==-- ___ 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
