In the BestPractical web site, RT is described as “RT is a ticketing system
for small- to medium-sized organizations”.
I’m working on a helpdesk ticketing / workflow solution for a large
organization - thousands of users, some of them are technical, most of them
are your average PC user (not IT people).
Using a home-grown system today, which needs to die (not scaleable, horrible
There will be a team of people handling the tickets, dispatching engineering
change requests, etc.
My questions are:
What are the main limitations of RT (features / functionality) that make
it unfit for large organizations? (don’t want to hit a brick wall in a few
Can some people share their experience in large organizations of this
scale? (what worked, was there custom development required, etc).
Am I better off looking at a commercial system like Remedy / Peregrine
(for our organization size), due to potential cost of custom development