We have been using RT/RTIR for incidents in our infosec department for
some time now. Although it’s not a call center, we have automated ticket
entry from various systems. We are in the process of implementing the
central call centre for the university as a whole. We have made
modifications, but generally in the “local” tree, not the core RT code.
That’s the beauty of RT, 90%+ of the changes don’t have to go into the
core code, making upgrades scary. I’m not personally doing these
modifications, but am involved in the project. For the infosec I have
been responsible for the changes and I think I changed only one file, but
I believe I will be able to rework that change in a different way as to
not touch the RT code whatsoever. Deployment of the first crack at the
call centre is scheduled for the end of March. Inevitably, RT is a
framework, a very flexible one, that will need “massaging” to meet your
needs, but that’s a good thing. Products like Remedy’s ARS aren’t
conducive with this, and you have to change your processes to match it.
York University, Computing and Network Services
Information Security - Senior Information Security Analyst
I have not failed. I have just I don’t know the secret to success,
found 10,000 ways that don’t work. but the secret to failure is
trying to please everybody.
- Thomas Edison - Bill Cosby
----------------------------------- ------------------------------------On Tue, 1 Mar 2005, Ron Tyro wrote:
I have a general question: is anybody using the RT software as a call
center application? That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk. If you
are, is RT working well? Was allot of customization required? Within
the RT code? Did you have to create extra code to handle your
workflow? Any comments would be appreciated.
Scotiabank Information Commmons, University of Toronto
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