Customer web access - two servers, one database?

We’ve been running RT now for our Service Dept for a few months now with incredible success. At the present time, we have out customers email a specific email address & those emails get converted into tickets. We are now looking to improve functionality/speed for the customer. I see two options:

  1. Convert the general email being used into a Queue (say “Incoming”) and then the employees simply assign the tickets as needed.
  2. Install the stripped down Public Bug Tracker (RT::BugTracker::Public - Adds a public, user-friendly bug tracking and reporting UI to RT - metacpan.org) or something similar, to facilitate customers logging into the system.

In regards to #2, if I were to go that route, is it safe to set up a second “public” RT server that ties into the same database? Or should I just have a single server set up for both to access in whatever manner I see fit?

Right now, the fastest simplest option I see is #1. I just need to get the Spam tracking turned on.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc@qvii.commailto:sjc@qvii.com
“Thank you for helping us help you help us all.”
–For email related issues, please contact postmaster@qvii.commailto:postmaster@qvii.com

We’ve been running RT now for our Service Dept for a few months now with incredible success.
At the present time, we have out customers email a specific email address & those emails get
converted into tickets. We are now looking to improve functionality/speed for the customer. I
see two options:

  1. Convert the general email being used into a Queue (say “Incoming”) and then the employees
    simply assign the tickets as needed.
  2. Install the stripped down Public Bug Tracker
    ([1]http://search.cpan.org/dist/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm) or something
    similar, to facilitate customers logging into the system.

In regards to #2, if I were to go that route, is it safe to set up a second “public” RT server
that ties into the same database? Or should I just have a single server set up for both to
access in whatever manner I see fit?

Right now, the fastest simplest option I see is #1. I just need to get the Spam tracking
turned on.

For #2, I suspect you want to use RT’s built-in SelfService interface
which is available to Unprivileged users.

You can safely run two webservers running the same RT code against the
same database (plenty of people do it for scaling and load balancing)
just be sure that sessions are in the database.

-kevin