RT and Vtiger integration redux

I see that someone asked about integrating RT with VTiger (CRM) back
in 2007, but it looks like there was never a response, as far as I can
tell.

http://www.gossamer-threads.com/lists/rt/users/64325

My company uses VTiger and, uhh, it has issues. I’ve used RT at
previous jobs and always been happy with it, as have some of the
others here. Now that RT4 has been released, I’m thinking this could
be a good time for us to look into using it as a supplement to or
replacement for the existing ticketing system in VTiger.

(Better still, if RT4 can credibly be used as a CRM — customer
database, inventory of customer systems & configurations, that kind of
thing — then that would be even better.)

Has anyone tried this sort of thing? If it helps, I live down the
street from Best Practical Global HQ, so maybe an in-person discussion
would make sense :slight_smile:

Thanks, and congratulations on RT4 :slight_smile:

Chris Devers

Yes I wish I could get some help we ended up just using a custom field
both to link the Vtiger customer and RT ticket together it is kind of a
pain but we did make links at least. We chose not to pay to have the link
down mainly because our other systems are already linked into vtiger with
some java code so we live with it as is. We are looking at some java code
to link rt into vtiger but not vtiger into rt.

Mark-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Chris
Devers
Sent: Thursday, April 28, 2011 4:48 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT and Vtiger integration redux

I see that someone asked about integrating RT with VTiger (CRM) back
in 2007, but it looks like there was never a response, as far as I can
tell.

http://www.gossamer-threads.com/lists/rt/users/64325

My company uses VTiger and, uhh, it has issues. I’ve used RT at
previous jobs and always been happy with it, as have some of the
others here. Now that RT4 has been released, I’m thinking this could
be a good time for us to look into using it as a supplement to or
replacement for the existing ticketing system in VTiger.

(Better still, if RT4 can credibly be used as a CRM 裏customer
database, inventory of customer systems & configurations, that kind of
thing 裏then that would be even better.)

Has anyone tried this sort of thing? If it helps, I live down the
street from Best Practical Global HQ, so maybe an in-person discussion
would make sense :slight_smile:

Thanks, and congratulations on RT4 :slight_smile:

Chris Devers

From: “Chris Devers” cdevers@pobox.com

(Better still, if RT4 can credibly be used as a CRM — customer
database, inventory of customer systems & configurations, that kind of
thing — then that would be even better.)

I saw no evidence that RT4 had added anything that resembled a customer
file, and – given the violent antipathy on BestPractical’s part to that
idea, dating back to 3.2 – I really didn’t expect it.

Cheers,
– jra

----- Original Message -----

From: “Chris Devers” cdevers@pobox.com

(Better still, if RT4 can credibly be used as a CRM — customer
database, inventory of customer systems & configurations, that kind
of
thing — then that would be even better.)

I saw no evidence that RT4 had added anything that resembled a customer

file, and – given the violent antipathy on BestPractical’s part to
that
idea, dating back to 3.2 – I really didn’t expect it.

I’m not quite sure what you’re referring to. I’d love for RT to have the functionality.

Best,
Jesse

From: “Jesse Vincent” jesse@bestpractical.com

I saw no evidence that RT4 had added anything that resembled a
customer

file, and – given the violent antipathy on BestPractical’s part to
that
idea, dating back to 3.2 – I really didn’t expect it.

I’m not quite sure what you’re referring to. I’d love for RT to have
the functionality.

Ok, I’ve just gone back and asked The Google, and I’ve slightly over-
characterized BP’s distaste for the idea; my apologies:

http://www.gossamer-threads.com/lists/rt/users/62792

That amounts more to “ok, that’s not a bad idea, but we’re not all
that interested in investing any effort into doing it unless people
are paying.”

As I pointed out somewhere along the way, that limits your audience to
internal departments, where this sort of “make sure you notify the
requestor’s supervisor on all tickets automatically” and “has someone
else in that department/customer/administrative span of control already
reported the same problem” are less necessary; small businesses with
"customers" who might be potential customers won’t – generally – even
bother to complain that RT doesn’t have that; you’re just not in their
evaluation criteria at all.

I’ve always been fine with that – you give it away for free, you’re
perfectly entitled to decide on what you think your feature set is going
to be. I’m just telling you – as I always have – that this puts you
in Jerry Pournelle’s famous category of “infuriatingly excellent”; the
package has always been good enough to really irritate those for whom
(like me), that design blindspot knocks you right out of the picture.

But you’re correct: “violent antipathy” is an overstatment. Please allow
me to correct it to “violent apathy”, with my apologies. :slight_smile:

Cheers,
– jra