Using RT2 for project management

Hi everyone. I have been running RT 1.x for nine months now as a helpdesk
for a small institution – like others we have experienced amazing success
with the program and it has helped us and the people we serve a great deal.

I am currently looking at project management solutions for a different set
of projects while also considering the use of RT for end user support. In
an ideal world the ticketing system and project management system would be
merged so that we could attach tickets to work flow paths.

I have looked at both phpgroupware and phprojekt, but after using RT for
all of this time I would find it had to use their less-developed ticketing
systems. I know that the RT team actually uses RT for project management,
I was wondering if anyone else has tried and if it is workable or if it is
just trying to fit a round peg in a square hole. We are looking to take 5
web development projects into the project management environment, the
ticketing would be to support end users of these projects who will be using
the systems in various (alpha, beta, production) states.

Any advice from the Real World would be much appreciated.

–chris

/////\\/////\\
Christopher G. Kolar
Coordinator of Information Technology Integration
Illinois Mathematics and Science Academy
ckolar@imsa.eduwww.imsa.edu/~ckolar
[PGP Public Key ID: 0xC6492C72]

Christopher,

I deployed RT 1.x in my company shortly after I came to the company (1 year
ago, actually yesterday 1 year ago to be exact), we upgraded to 2.x series
when it came out.

We use RT in a mix environment, since the company imports/exports/sells clothes
and accessories (the biggest such company in my country).

More exact, we use RT from support in management, then to support our stores
(from computer support, to just about anything from opening tickets that
someone called from them and he/she needs to order toilet paper), and also
for on-going projects.

For short, RT gets the job done greatly, then only back-thing currently is
that 2.x series doesn’t have such new ticket window as 1.x had, but from
what I read from Jesse, this is suppose to be in 2.08 (correct me if i’m
wrong).

Just today, my co-worker said, where the ***k would I be without RT today,
and I just got another beer :slight_smile:

Also one thing that doesn’t go into peoples heads here is, it’s free, I get
asked every single time, how much did this cost, when I present RT to our
clients or suppliers. Then only cost was me, for making a deployment of RT.

At the end of this month I’m having a RT presentation at the biggest Slovenian
(small country on the sunny side of the Alps) fair called INFOS. I’m interested
what response RT will get.

Regards,

Alesh

Christopher Kolar wrote:

Hi everyone. I have been running RT 1.x for nine months now as a helpdesk for a small institution -- like others we have experienced amazing success with the program and it has helped us and the people we serve a great deal.

I am currently looking at project management solutions for a different set
of projects while also considering the use of RT for end user support. In
an ideal world the ticketing system and project management system would be
merged so that we could attach tickets to work flow paths.

I have looked at both phpgroupware and phprojekt, but after using RT for
all of this time I would find it had to use their less-developed ticketing
systems. I know that the RT team actually uses RT for project management,
I was wondering if anyone else has tried and if it is workable or if it is
just trying to fit a round peg in a square hole. We are looking to take
5 web development projects into the project management environment, the ticketing
would be to support end users of these projects who will be using the systems
in various (alpha, beta, production) states.

Any advice from the Real World would be much appreciated.

–chris

/////\\/////\\\

Christopher G. Kolar

Coordinator of Information Technology Integration


Illinois Mathematics and Science Academy

ckolar@imsa.edu
www.imsa.edu/~ckolar

     [PGP Public Key ID: 0xC6492C72]</blockquote>