Surprisingly not OT

Actually, they have a valid point.

There are scripts floating around for Asterisk (http://www.asterisk.org)
that provide a model for a simple IVR interface into RT. Asterisk is fairly
low complexity for use as an IVR platform, so it seems like this is a fairly
large source of untapped potential - particularly for using RT for
applications outside the IT realm such as, say, municipal complaint
management?

Google for ‘Asterisk “Request Tracker”’.

Kris Boutilier
Information Systems Coordinator
Sunshine Coast Regional District

-----Original Message-----
From: Matthew Joseff [SMTP:mjoseff@yellowbrix.com]
Sent: Thursday, December 02, 2004 10:08 AM
To: Scott T. Hildreth
Cc: Rt-Users
Subject: Re: [rt-users] OT

More OT:

Favorite RT question from users:

“If my Internet is down, how can I open a ticket?”

}I think Lawrence Altomare is not in his office today… :slight_smile:
}_______________________________________________
{clip}

We are doing this in our organization.

At this time, we do not give the option to open a ticket, but we do give the
option to:

  • Request callback from Engineer who owns the ticket (emails ticket which then
    records time/date of request)
  • Request callback from Any Available Engineer (emails ticket and cc:'s an
    internal support alias)
  • Request immediate support (emails ticket noting action, then transfers the
    caller to our answering service who is responsible for tracking someone down)

We front-end this with a request to input a ticket number (I started our
tickets at #100000 in anticipation of writing the IVR). The system uses
text-to-speech to read back the Ticket Numebr, Ticket Subject, and Owner (if
there is one). At this time I don’t front-end any sort of authentication
mechanism, however this system is used so rarely I’d be surprised if it was
ever abused.

I am doing this with Cisco’s IPCC Express product, however same concepts apply
to open source products such as Asterisk.

-jdOn Thu, 2 Dec 2004, Kris Boutilier wrote:

Actually, they have a valid point.

There are scripts floating around for Asterisk (http://www.asterisk.org)
that provide a model for a simple IVR interface into RT. Asterisk is fairly
low complexity for use as an IVR platform, so it seems like this is a fairly
large source of untapped potential - particularly for using RT for
applications outside the IT realm such as, say, municipal complaint
management?

Google for ‘Asterisk “Request Tracker”’.

Kris Boutilier
Information Systems Coordinator
Sunshine Coast Regional District

-----Original Message-----
From: Matthew Joseff [SMTP:mjoseff@yellowbrix.com]
Sent: Thursday, December 02, 2004 10:08 AM
To: Scott T. Hildreth
Cc: Rt-Users
Subject: Re: [rt-users] OT

More OT:

Favorite RT question from users:

“If my Internet is down, how can I open a ticket?”

On Thu, 2 Dec 2004, Scott T. Hildreth wrote:

}I think Lawrence Altomare is not in his office today… :slight_smile:
}_______________________________________________
{clip}


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