Recommended uses

RT Users
1

Dear List,

We are pretty new to RT. We are currently using http://www.issue-tracker.com

I think we will install RTFM too, so we can add annoucements to certain
queue’s etc. like the annoucement feature in issue-tracker.

What is the recommended way to track different support contracts?

Can you tie say support@suretecsystems.com to different queues? Or is it
best to have say client1@suretecsystems.com and their own queue?

Do people who use RT (companies) provide clients with webaccess too, or
just access via e-mail address?

Sorry for the basic questions, but I haven’t found answers to these
questions on the wiki.

Thanks,

Gavin.

Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com

Open Source. Open Solutions™.

http://www.suretecsystems.com/

2

What is the recommended way to track different support contracts?
Can you tie say support@suretecsystems.com to different queues? Or is it
best to have say client1@suretecsystems.com and their own queue?
There was a discussion about a week ago on this list about how to
set up procmail / aliases to direct different customers/spam/subject/etc
to different queues.

Do people who use RT (companies) provide clients with webaccess too, or
just access via e-mail address?
I do, and the place I learned about RT does, but I don’t think
many users actually use it, and instead just use email.