After dealing a bit with RT and checking out quite a lot of posts in this
list, i come up with my scenario which would suit me best, perhaps someone
out there has done something similar:
We need to do support for clients, which have usually more than one contact
to communicate with us and more than one system. The systems use to be
listed by name and a system id.
I’d like to be able to enter assets for each company, showing on the
contacts details and also in Ticket, i.e. contact “mt” sends a request, we’d
like to add the information, that this was about System Asystem1, Type MC,
Version 3.1, SysID 4567890
Not talking about the parts (and their serials), the system consists of.
http://www.nabble.com/RT-State-of-the-Onion--td8753466.html#a8754502, so we
might not be the only one’s. In our point of view, it would be enough, if i
could enter a company and add the users to the company, which are working
for them. If the user is switching company, i can add him to the new
company. In this company data set i can create whatever custom field i need.
There were also this post: http://www.nabble.com/Re%3A-RT-4-p10795726.html
for putting something like this in RT4.
Some ppl here on this list seem to fear, that RT would change into an CRM
system, but i think, that it would good for the help desk monkey to be able
to check, who called on behalf of a given system id before.
This information should be identical for all contacts of the clients,
because there tend to be more than one guy taking care of the same systems
in one site.
Would also be great, if we could attach files to the “company”.
So if contact “az” sends a request for same system, but updated in the
meanwhile to software release 3.5, i would like to update the info as well,
but only once, of course.
By surfing around, i found the RTx Assettracker, but the webpage seems to be
Anybody out there, who is able to tell:
- Is this project still alive?
- Will this Rtx run under 3.8.2(found a v1.2.3 tarball)?
- Will Assettracker help in accomplishing what i put together before? Or do
i need something else?
- Is assettracking on the to-do-list for 4.0, i saw in the RT4 thread
several people mentioning it, but couldn’t find out, whether someone
@bestpractical did accept it as a feature for RT4.
I understand, that multiple contacts in same company is a real problem
currently, but i think, that there must be more companies out there, having
the same problem. So anybody got a workflow for this?
This is also a problem with custom fields, i can create custom fields for
users etc., but would need to enter the same information twice or five times
or even more, depending on how many ppl. the client wants to be created in
RT. I am also currently looking in this Scrip Ruslan provided to group
unpriv users, some time ago, this could help on the tickettracking issue.
I also thought about creating a group for each company having more than one
contact, but this seems to be no solution, which could be upgrade safe,
because i would also clutter the database.
And to come down to RTFM:
- Any documentation about RTFM, which contains more information as the
draft .pdf being available from wiki?
- Am looking for a language file for RTFM/RT, if i search for .po files, i
won’t find anything, so someone there, who has a pointer for me?
- When replying to tickets, there will be shown a popupmenu which contains
the complete subject of the article. Unfortunately they are quite long , so
you won’t see the “Go” button anymore. So, would it be possible to limit the
length of the subject line in this popup?
If i create a new ticket, the client field has to be filled in with the
emailadress of the client. As far as i know, this is a textentry box at
creation time. I’d like to have a searchfield for the users and a "go"
button, so the help desk monkey can enter it right away, not having to save
it first and then edit it one more time to add the user.
Thanks for your time, reading this quite long one.
PS: RT 3.8.2 (and RTFM 2.4.2 is running on Apache/2.2.3 (Debian)
PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8