Hey, folks. I’m hoping that you can help me in evaluating RT for a
project i’m working on.We’re brokering research, so we have clients who
submit questions which we route anonymously to various researchers who
ultimately publish their work products back to the client who made the
request.
A friend who uses RT suggested that I take a look at it when I’d begun
telling him about the workflow requirements.
Among our needs are:
- user profiling, ideally within companies
- document management. both the questions and the research that
provides the answers need to be revisioned.
- flexible authorization scheme.
- Workflow (permissions configurable by group and state/desk)
- auditing and reporting. We’ll need to do reporting on the number of
interactions, number of questions asked, status of all questions and
answers, reminders on SLA violations
- easy to reskin.
From what I’ve gotten from poking around the web site, it looks like RT
might be a good fit. Waht do you guys with some RT experience think
about using it that way?
Thanks.
Eric
Eric,
I’m not sure what you mean by “reskin” but the rest sounds easy to set up.
The permission rights are VERY flexible (I’d recommend putting all users in
Descriptive groups, named for their function and Queue/access needs).
It’s easy to set up new Queues for different sets/types of tickets.
Custom Fields can be created that are either global or unique to any Queue.
Additional Status values can also be added (we use a combination of extra
Status values and a Custom Field)
Extra functionality can be coded via scrip (in perl) also on a Global or
unique to any Queue.
You can set up your own unique set of email templates both Globally and by
Queue.
Most everyone here in the list are very helpful on these issues and several
members of the BP staff jump in with critical technical knowledge as well.
Just send in your questions and I’m sure someone will be able to help.
Kenn
LBNLOn Sat, Oct 23, 2010 at 9:46 AM, Eric Berg eberg@bergbrains.com wrote:
Hey, folks. I’m hoping that you can help me in evaluating RT for a project
i’m working on.We’re brokering research, so we have clients who submit
questions which we route anonymously to various researchers who ultimately
publish their work products back to the client who made the request.
A friend who uses RT suggested that I take a look at it when I’d begun
telling him about the workflow requirements.
Among our needs are:
- user profiling, ideally within companies
- document management. both the questions and the research that provides
the answers need to be revisioned.
- flexible authorization scheme.
- Workflow (permissions configurable by group and state/desk)
- auditing and reporting. We’ll need to do reporting on the number of
interactions, number of questions asked, status of all questions and
answers, reminders on SLA violations
- easy to reskin.
From what I’ve gotten from poking around the web site, it looks like RT
might be a good fit. Waht do you guys with some RT experience think about
using it that way?
Thanks.
Eric