I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?
Thanks for any thoughts
Matt
We use it for a good chunk of phone support…I don’t think its any more
awkward than any other helpdesk ticketing system.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of matt
Sent: Saturday, September 30, 2006 9:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Genearal question about RT
I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?
Thanks for any thoughts
Matt
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?Thanks for any thoughts
Matt
I’d say it’s more self service centric than email, considering that
people can log their own calls through the self service web interface.
To me, email is only augments this.
On Sat, 30 Sep 2006 08:02:28 -0500
matt stirfrey@gmail.com spake:
I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?
The difference is not as much as you would think… Pretty you are
looking at how easy it is to start a new ticket. After that updates
via email to the customer are easy if you want them.
I would say it would do fine… you could always take an old box and
set it up and let your support team play with it.
Bill wrote:
On Sat, 30 Sep 2006 08:02:28 -0500
matt stirfrey@gmail.com spake:I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it for
phone support might be a bit awkward. Any suggestions for this type of
environment?The difference is not as much as you would think… Pretty you are
looking at how easy it is to start a new ticket. After that updates
via email to the customer are easy if you want them.I would say it would do fine… you could always take an old box and
set it up and let your support team play with it.
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Thank you for the responses. I think I will just set a server up and
start working with it. I’m hoping to be able to get something up running
and ready to drop in place. That way when I slip in that its open source
there will be less to argue about. Unfortunately I still need the
blessing of my boss and he is pretty in love with MS. I’ve got a few
other things up my sleeve that will help, so I think it will be a pretty
easy sell in the end. I hope anyway.
Thanks again.
Matt
I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble
getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have
created custom statuses, but on the “Home page” the queries for “'highest
priority tickets I own” and “newest unowned tickets” don’t have these custom
statuses. How can I change this so the queries will show the custom
statuses and not just new/open/stalled?
Also, I have a query to return the top ‘n’ tickets in my department and
would like to add it to the home page. I have put this query in
Elements/MyRT but the query doesn’t show up, only the title of the query. I
am able to click on the title of the query and have it return the results i
want, but I would like the query to show up on the Home page like the
“Highest priority tickets” and “newest unowned” queries.
Any help is greatly appreciated.
Thanks,
Jared
Find a local pizza place, music store, museum and more�then map the best
route! http://local.live.com
What are you using currently?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of matt
Sent: Saturday, September 30, 2006 9:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Genearal question about RT
Bill wrote:
On Sat, 30 Sep 2006 08:02:28 -0500
matt stirfrey@gmail.com spake:I’ve been looking at RT to replace the current call tracking software
that we use where I work. I’ve combed through past posts to this
list,
website articles, and the wiki but I am still unsure about something.
How well does RT work in an environment where 97% of the issues are
taken by phone? RT seems very email centric, and seems like using it
for
phone support might be a bit awkward. Any suggestions for this type
of
environment?The difference is not as much as you would think… Pretty you are
looking at how easy it is to start a new ticket. After that updates
via email to the customer are easy if you want them.I would say it would do fine… you could always take an old box and
set it up and let your support team play with it.
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Thank you for the responses. I think I will just set a server up and
start working with it. I’m hoping to be able to get something up running
and ready to drop in place. That way when I slip in that its open source
there will be less to argue about. Unfortunately I still need the
blessing of my boss and he is pretty in love with MS. I’ve got a few
other things up my sleeve that will help, so I think it will be a pretty
easy sell in the end. I hope anyway.
Thanks again.
Matt
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Nevermind. I’m just a moron. I didn’t see the “Edit” link by the title of
the search subject. I was able to easily change the search to what I needed
it to be.
Thanks.
From: “Jared Hanks” jmhanks1373@hotmail.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT 3.6.1 - manipulating “n” highest priority
ownedtickets/newest tickets querie
Date: Sun, 01 Oct 2006 13:03:41 -0700I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble
getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have
created custom statuses, but on the “Home page” the queries for “'highest
priority tickets I own” and “newest unowned tickets” don’t have these
custom statuses. How can I change this so the queries will show the custom
statuses and not just new/open/stalled?Also, I have a query to return the top ‘n’ tickets in my department and
would like to add it to the home page. I have put this query in
Elements/MyRT but the query doesn’t show up, only the title of the query.
I am able to click on the title of the query and have it return the results
i want, but I would like the query to show up on the Home page like the
“Highest priority tickets” and “newest unowned” queries.Any help is greatly appreciated.
Thanks,
Jared
Find a local pizza place, music store, museum and more�then map the best
route! http://local.live.com
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com
The next generation of Search�say hello!
http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-us&FORM=WLMTAG