[ALUG] Request Tracker (RT)

Laurie Brown laurie at brownowl.com
Tue Dec 21 10:37:27 GMT 2010


Simon Elliott wrote:
> On 20 December 2010 13:59, Mark Rogers <mark at quarella.co.uk> wrote:
>> I've installed RT to be used for managing incoming support emails. Having got it installed and "working" I'm finding it very hard to work out what to do next in terms of actually using it. (Eg I created myself a user, but can't see how to let that user see incoming emails, although I can see them fine logged in as root.)
>>
>> Are there any good guides to using RT around? Google has let me down so far, and the RT wiki seems a bit to broad to get me started.
>>
>> Where I need to get to pretty quickly is having a number of users, any of whom can take a ticket and work with it, or allocate it to another user where necessary. I also need to manage the email process (I have one particular client I want to push in this direction, but to do that I need to make sure they don't get most of the automated emails otherwise they'll be swamped as they send us probably 200 emails a week that will become separate tickets once I get this working).
> 
> We use Spiceworks at work. http://www.spiceworks.com/ It offers a

[SNIP]

FWIW, we used that because a client did, and we all hated it. Also, it
is impossible to get them to stop send marketing and "informative"
emails. I wouldn't go near Spiceworks with a barge pole. IMO...

Cheers, Laurie.
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                               Laurie Brown
                           laurie at brownowl.com
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