Hi, In the BestPractical web site, RT is described as "RT is a ticketing system for small- to medium-sized organizations".
I'm working on a helpdesk ticketing / workflow solution for a large organization - thousands of users, some of them are technical, most of them are your average PC user (not IT people). Using a home-grown system today, which needs to die (not scaleable, horrible usability, etc). There will be a team of people handling the tickets, dispatching engineering change requests, etc. My questions are: 1. What are the main limitations of RT (features / functionality) that make it unfit for large organizations? (don't want to hit a brick wall in a few weeks). 2. Can some people share their experience in large organizations of this scale? (what worked, was there custom development required, etc). 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? Thanks, Pete Dole
_______________________________________________ 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
