Comparison matrix , Remedy .vs. RT

RT Users
1

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There’s no place like 127.0.0.1

2

For one, unlike Remedy, it works with browsers other then IE. Oh and
it’s free. :)On Wed, Feb 18, 2004 at 06:08:52PM -0500, Asif Iqbal wrote:

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Aaron Turner aturner@netscreen.com work: 408-543-4025
Sr. Security Engineer fax: 408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.

signature.asc (244 Bytes)

3

Wow, never heard that type of question on here.

Fiscally, I bet it would be an easy sale if this is a new deployment.
However, if you already use Remedy, it has been my experience that any
company that uses Remedy has invested thousands of dollars in consulting
costs just to get it to where all the different groups using it can do their
job. You would have to go through all that again with RT unless Jesse
makes/sells a Remedy2RT script/program :slight_smile: Another hurdle would be data
conversion - moving from your existing Remedy schema to that of RT and
insuring that all the tickets are intact.

Travis-----Original Message-----
From: Asif Iqbal [mailto:iqbala@qwestip.net]
Sent: Wednesday, February 18, 2004 3:09 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Comparison matrix , Remedy .vs. RT

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There’s no place like 127.0.0.1
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4

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Aaron Turner wrote:

For one, unlike Remedy, it works with browsers other then IE. Oh and
it’s free. :slight_smile:

I have been using RT (RT2 and now RT3) for a while. So, all these info
you told me know to me. I am mostly interested in a Performance matrix
kind a thing

Thanks

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

–
Aaron Turner aturner@netscreen.com work: 408-543-4025
Sr. Security Engineer fax: 408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There’s no place like 127.0.0.1
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5

I know I’ll be slightly unpopular with this, but I think they’re two
different “beasts”. Remedy is to RT, as MySQL is to Oracle. This isn’t
a slam on anyone, or saying one is better. They’re just better in
different lights.

Advantages of RT
Free, Free (as in beer)
Openly supported and source available
Easy to set up out of the box

Advantages of Remedy
Supports larger databases of information (Oracle)
GUI is much more configurable
Modify without learning coding (PHP, Perl, etc), such as adding fields
that are dependant upon other fields.

These are observations from using Remedy for 5 years, and RT for about 3
months. We didn’t use any consultants for Remedy. Just one person who
spent a few hours a month making modifications as Management saw fit. I
did learn one thing important from the Remdedy admin… never upgrade
on a Friday afternoon, right before a 3-day weekend. You might run into
problems and end up staying late to get the system back up.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Asif
Iqbal
Sent: Wednesday, February 18, 2004 3:09 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Comparison matrix , Remedy .vs. RT

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There’s no place like 127.0.0.1
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

6

I’ve added 2 sections to the wiki:

Compiling 5.8.3 (incomplete and somewhat subjective)
http://wiki.bestpractical.com/cgi-bin/index.cgi?CompilingPerl583

Cleanly Customizing RT
http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT

Please validate and update is necessary…

Patrick

7

so why did you move to RT?On Fri, 2004-02-20 at 04:25, John Schubert wrote:

I know I’ll be slightly unpopular with this, but I think they’re two
different “beasts”. Remedy is to RT, as MySQL is to Oracle. This isn’t
a slam on anyone, or saying one is better. They’re just better in
different lights.

Advantages of RT
Free, Free (as in beer)
Openly supported and source available
Easy to set up out of the box

Advantages of Remedy
Supports larger databases of information (Oracle)
GUI is much more configurable
Modify without learning coding (PHP, Perl, etc), such as adding fields
that are dependant upon other fields.

These are observations from using Remedy for 5 years, and RT for about 3
months. We didn’t use any consultants for Remedy. Just one person who
spent a few hours a month making modifications as Management saw fit. I
did learn one thing important from the Remdedy admin… never upgrade
on a Friday afternoon, right before a 3-day weekend. You might run into
problems and end up staying late to get the system back up.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Asif
Iqbal
Sent: Wednesday, February 18, 2004 3:09 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Comparison matrix , Remedy .vs. RT

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There’s no place like 127.0.0.1

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Jamie Baddeley
FX Networks Ltd
Wellington, New Zealand

8

Hi,

I currently manage 2 RT installations. One for our Customer Support
office and an internal one for our IT departement.

I’m wondering if it is possible to forward or refer to tickets to other
RT installations. I’ve seen somewhere that Best Practical products use
URIs of the form:

fsck.com-rt://croesus.com/ticket/1102

to refer to objects. Can these be used in some way to communicate
between different RT installations?

Patrick

9

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Hi,

I currently manage 2 RT installations. One for our Customer Support
office and an internal one for our IT departement.

I’m wondering if it is possible to forward or refer to tickets to other
RT installations. I’ve seen somewhere that Best Practical products use
URIs of the form:

fsck.com-rt://croesus.com/ticket/1102

to refer to objects. Can these be used in some way to communicate
between different RT installations?

It’s something we did some initial design work on a while back, but
haven’t yet written code to support.

Best,

Jesse

Patrick

rt-users mailing list
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The rt-users Archives

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