Ok, so I’ve decided to take a sneak preview at RT3, and installed it on a
test-box. Well, for one thing something that jumped out at me in usefulness
is the move from keywords to Custom Fields, which solves a great nagging
problem I had on trying to create an Abuse ticketing system. This way I can
now have a field in which the IP/Host/Subnet that is being reported on, can
be referenced, and tickets cross-referenced based on that.
Of course I cannot seem to see any tickets that I have created, although the
counter seems to be incrementing. Mail to the gateway gets posted but never
shows up in the queue. But I will figure that one out eventually, once I can
figure out exactly how things are stored, and I can check on the DB…
I think this is a great ticketing system, and I am very impressed by it’s
performance and presentation. Pity that our company is hell-bent on using a
trademark product, but it’s nice to implement this on a tiny scale for our
non-company activities.
Well, back to tinkering…
Regards, Jörn Hass
Senior Systems Engineer, Infrastructure.
Internet Solutions
Tel: +27 (11) 575 1000
Fax: +27 (11) 388 3362
E-mail: jorn.hass@is.co.za
WWW: http://www.is.co.za
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